RCSA Journal September 2012

FijiFiji

Australia & New Zealand | September 2012

r e c r u i t m e n t a n d c o n s u l t i n g s e r v i c e s a s s o c i a t i o n l i m i t e d

PRIN

TPO

ST A

PPRO

VED

PP35

2380

/000

65

in this issue

Auditing our industry: RCSA’s new research project

The world of work is transforming: are you ready?

2012 RCSA International

ConferenceReport

This information is of a general nature only and does not take into account your personal objectives, situation or needs. Before making a decision about RecruitmentSuper, you should consider your own requirements and the relevant Product Disclosure Statement. For a copy call us or visit the RecruitmentSuper website, www.recruitmentsuper.com.au. Professional Associations Superannuation Limited (PASL) (ABN 14 056 917 303 AFSL 222590 RSE L0000352) is the Trustee of Professional Associations Superannuation Fund (PASF) (ABN 78 984 178 687 RSE R1000429). RecruitmentSuper is a Division of PASF.

1. PASL has engaged eo Pty Ltd (ABN 53 000 013 276 AFSL 232501) to provide general financial advice, marketing and sales services for PASL. Financial services provided by eo Pty Ltd are provided under eo Pty Ltd’s Australian Financial Services Licence. Consultants are employed by eo Financial Services Pty Ltd (ABN 57 103 181 844) and are Authorised Representatives of eo Pty Ltd.

* For further information on the Canstar Cannex award, please visit the Canstar Cannex website at www.canstar.com.au/superannuation

PRiNCiPAL PARTNER oF

P: 1300 304 000E: [email protected]: www.recruitmentsuper.com.au

Looking after members for over 20 yearsWe are Australia’s leading industry fund for the recruitment sector.

Qualityproductoptionswithlowfeesandexcellentinsurancecover

Competitiveinvestmentperformance

Over420,000members,lookingafterAustralia’sleadingrecruitmentfirms

SupportstheRecruitmentIndustryandPrincipalPartneroftheRCSA

DedicatedMemberEducationandAdviceConsultantstoassistyou1

AwardedCanstarCannex’s5starsforoutstandingvaluefortheRecruitmentSuperSelectSuperproductin2012*

SEPTEMBER 2012 3

Contents

4 President’s report: Lincoln Crawley FRCSA

6 CEO’s Report: Steve Granland

8 REPORT: RCSA International Conference

14 RCSA Awards Special: Corporate Social Responsibility Award

INTERNATIONAL COMMENT

16 Ciett Report from Steve Shepherd FRCSA (Life)

18 The world of work is transforming: are you ready?

BUSINESS MANAGEMENT ISSUES

20 The trusted adviser journey. By Mark Ashburn

22 Are you an ostrich with your head in the sand? By Danial Mullin

26 Has anyone ever successfully sued a client? By Andrew Wood

27 Business Solutions and Working Groups update

28 Seven reasons your recruitment organisation needs to advance to the Cloud

FOCUS: RECRUITMENT AT THE SPEED OF TOMORROW

ASSOCIATION NEWS

30 Life Member Profile: Ross Fisher FRCSA (Life)

31 The RCSA’s new Research Project – auditing our industry

32 Building success through quality processes. By Dianne Gibert

34 Life Member Profile: Barry T Knight. The fall and rise of Christchurch

36 Special Interest Groups: AMRANZ and ANRA

37 NT Update: Northern exposure

38 RCSA Partners and Premium Supporters

38 RCSA Supporter Profiles

39 Association News

40 In the media

41 RCSA Board, Life Members and Fellows

42 2012 RCSA CPE & Events Calendar

The Recruitment and Consulting Services Association (RCSA) is the leading industry body for talent management and workforce solutions in Australia and New Zealand. With approximately 4,500 members, Corporate and Individual, the Association sets professional standards, conducts research, educates and develops members’ skills, monitors industry developments and lobbies state and federal governments on issues directly affecting members.

the recruitment and consulting services association limited

The RCSA Journal is published by the Recruitment and Consulting Services Association Limited.

rcsa australia & neW Zealand

PO Box 18028Collins Street EastVIC 8003 Australia.T: +61 3 9663 0555Toll Free NZ: 0800 441 904F: +61 3 9663 5099E: [email protected] www.rcsa.com.au

RCSA JOURNAL editorial enQuiries

The Editor: Sally Matheson Matheson Publishing T: +61 3 9820 2676 E: [email protected]

RCSA JOURNAL advertising & suPPorter enQuiries

Julie Morrison Manager Marketing & Communications RCSAT: +61 3 9663 0555E: [email protected]

suBscriPtion enQuiries

Bulk orders and subscriptions are available: contact the RCSA at the address details above.

design

Perry Watson Design +61 3 9596 0899

Print

GEON Impact PrintingThe RCSA Journal is printed in Australia on recycled paper.

NOTE:All material published in the RCSA Journal is subject to copyright and no part may be republished, photocopied or transmitted electronically in any form without written permission. Opinions expressed by contributors are their own and are not necessarily endorsed by the RCSA or the editor. Advertisers and contributors to the RCSA Journal should be aware of the provisions of the Anti-Discrimination Act 1977 and the Trade Practices Act 1974 in relation to false and misleading advertisements or statements and other unfair practices. The RCSA and the editor accept no responsibility for such breaches. While every effort has been made to ensure the accuracy of the information in this publication, no responsi bility is accepted for errors or omissions.

© Copyright RCSA 2012ISSN 1838-8736

18 The world of work is transforming: are you ready?

Please pass on to:

_______________________

_______________________

_______________________

_______________________

_______________________

8 RCSA International Conference2012 Report

www.facebook.com/rcsaausnz

twitter.com/rcsaevents

www.linkedin.com/company/ rcsa-australia-and-new-zealand Search for “Australia & New Zealand 3.0 Recruiters”

This information is of a general nature only and does not take into account your personal objectives, situation or needs. Before making a decision about RecruitmentSuper, you should consider your own requirements and the relevant Product Disclosure Statement. For a copy call us or visit the RecruitmentSuper website, www.recruitmentsuper.com.au. Professional Associations Superannuation Limited (PASL) (ABN 14 056 917 303 AFSL 222590 RSE L0000352) is the Trustee of Professional Associations Superannuation Fund (PASF) (ABN 78 984 178 687 RSE R1000429). RecruitmentSuper is a Division of PASF.

1. PASL has engaged eo Pty Ltd (ABN 53 000 013 276 AFSL 232501) to provide general financial advice, marketing and sales services for PASL. Financial services provided by eo Pty Ltd are provided under eo Pty Ltd’s Australian Financial Services Licence. Consultants are employed by eo Financial Services Pty Ltd (ABN 57 103 181 844) and are Authorised Representatives of eo Pty Ltd.

* For further information on the Canstar Cannex award, please visit the Canstar Cannex website at www.canstar.com.au/superannuation

PRiNCiPAL PARTNER oF

P: 1300 304 000E: [email protected]: www.recruitmentsuper.com.au

Looking after members for over 20 yearsWe are Australia’s leading industry fund for the recruitment sector.

Qualityproductoptionswithlowfeesandexcellentinsurancecover

Competitiveinvestmentperformance

Over420,000members,lookingafterAustralia’sleadingrecruitmentfirms

SupportstheRecruitmentIndustryandPrincipalPartneroftheRCSA

DedicatedMemberEducationandAdviceConsultantstoassistyou1

AwardedCanstarCannex’s5starsforoutstandingvaluefortheRecruitmentSuperSelectSuperproductin2012*

mailto:[email protected]

http://www.rcsa.com.au/managers



http://www.rcsa.com.au

RCSA JOURNAL4

RCSA has achieved many goals over the last year. It has continued to focus on the three Presidential policy planks,

the first of which is raising professionalism. Under the PEARL Mentoring program, for

professional emerging and aspiring recruitment leaders, separate induction sessions have been carried out for mentors and mentees in all regions. Matching has also taken place, carried out by the respective RCSA State Committees. In all, 102 Australian participants are actively involved in this program with 22 in New Zealand.

The second policy plank is increasing membership: in the financial year just gone, we have increased corporate membership by nine per cent and individual membership by one hundred per cent through the Professional Accreditation Framework.

The third policy plank is getting to the pointy end of government policy.

With the emergence of productivity as a key determinant of macro-economic success, both at a political and business level, we, within the recruitment and on-hire services industry, are presented with an unprecedented opportunity to make a critical contribution. In my opinion, as people managers and trusted advisers, we have a greater capacity to make an immediate contribution to the productivity solution than any other service providing industry. With this in mind, it is essential that we continue to present policymakers with articulate and sustained submissions and thought leadership. In fact, the Minister for Workplace Relations, Bill Shorten, is more interested in the future of work than restricting our sector and it is incumbent upon us to make his job simpler through effective lobbying.

The research projectAt the recent RCSA International Conference

I had great pleasure in announcing a key project about to be undertaken on behalf of members.

We have been working towards our major research project for some time and are preparing to get this underway. I, and the hard-working team at RCSA, know that there has been a lack of regular quality data available to us to promote our contribution accurately to government and business, and that in order to obtain an ascendancy in our lobbying and industry profiling, regular, consistent and independently respected research is a critical starting point. We also know that, in order to arm you, our greatest

promoters, with the ability to sell our professionalism you need access to solid, credible and easy to explain data and reports.

This project has three key aspects for members and you can find full details of these in the article on page 31. This research will provide RCSA with the capacity to speak with authority on the motivations and experiences of workers, candidates and client enterprises. Through the completion of such research, on a regular basis, and with access to sources which are not available to any others, at the same level, RCSA will become the primary source for quality data.

Your participation is vital. Information gathered will be robust and fact-based argument, essential to acquire in the face of criticism which is unrelenting and which, as an industry, we must ultimately prove is unjustified.

I urge you to support the RCSA and participate when you receive the call to action from CEO Steve Granland.

The launch of “WIL”We are very pleased to announce that

WIL has just arrived! WIL stands for the RCSA Workforce Info Line and is a new arm of RSCA Business Solutions. WIL is an immediate telephone advice service which is provided as an additional benefit included in your Corporate Membership.

Now Corporate Members can pick up the phone for instant workforce advice on: 1. Workplace relations 2. Work health and safety, and 3. Independent contracting.

The rapid response email support is still in place for all other workforce enquiries.

We know that this phone support is something you have asked for as members, and we are delighted that the Association is in a position to deliver this to you. And as always, we will continue to look for ways to add value to your membership. WIL’s telephone number is 1300 988 685. WIL is currently for Australian Corporate Members and we are also looking at ways to provide the same service to our New Zealand members.

FWO ReportIn July the Fair Work Ombudsman released

its final report on the National Clerical Workers Campaign which commenced in March 2011.

Australia’s workplace regulator found that employers of temporary white collar workers have an excellent level of compliance with workplace awards and pay laws. We weren’t

surprised – and it is without doubt a positive

message to broadcast to governments,

industry and stakeholders.

The campaign included 1600 finalised

employer audits for the recruitment and

accounting sectors, and showed a 76 per

cent overall compliance rate.

Even better than this figure was that the

highest compliance rate was recorded in

the Labour supply services with just over

88 per cent of workforce employers found

to be compliant.

The Accounting services and Office

administrative services both had a markedly

lower 73 per cent compliance rate.

So what can we say about this? We can

hold our heads high and say that these

positive results further support the ethical

standards and business operations of

Australian on-hire and recruitment service

providers, of RCSA members’ reputation

as professional employers. When we add to

this the continued improvement of workers’

compensation performance of on-hire

workers against direct hire workers and the

enviable reputation for professionalism being

generated within the Pacific Seasonal Worker

Program across regional Australia, our

industry continues to do what it has always

been good at: getting on with the job at

hand. However, it is now time for us as

members to become more vocal and to

educate a wider public audience through

fact sheets, media campaigns and pride at

every dinner table or BBQ you stand around.

Be sure to promote your RCSA membership

whenever you can. All of us, as members,

have a responsibility to remove the focus

on the so-called “cowboys” and promote

the amazing work being done by the industry.

Please play your part in moving our attention

from protection to promotion and be proud

about who you are and what you do.

It was a great pleasure to meet so many

of you at the RCSA Conference in Fiji –

I congratulate the attendees and confirm

our thanks on behalf of the RCSA to the

sponsors and speakers for their contribution

to our most successful Conference ever!

lincoln crawley Frcsa

RCSA President, Australia and New Zealand

PRESIDENT’S REPORT

Lincoln Crawley FRCSA

.com.au

Simple. Thorough. Compliant.

Here’s the story so farFirst, we developed an efficient induction solution.

Then we designed an instant police check service.

Our latest innovation gives you access to an integrated visa check.

One centralised, web-based system – three key services.

Is your organisation part of our story?

RCSA JOURNAL6

CEO’S REPORT

Steve Granland

Welcome to the third edition of the RCSA Journal for 2012.

I am very pleased to report that the RCSA 2012 International Conference, Recruitment at the Speed of Tomorrow, was a great success. This conference was the largest single gathering of senior recruitment industry leaders in the Asia-Pacific region this year, providing business owners and senior executives with the opportunity to access a comprehensive catalogue of industry and business thought leaders, keynote speakers, workshops and this year a dedicated knowledge exchange luncheon.

I am also very pleased to announce that next year the RCSA Conference will be held at the recently refurbished Sheraton Mirage Resort & Spa, on Queensland’s Gold Coast. We are anticipating a sell-out for next year so I encourage you to keep your eyes open for more information.

In this issue of the RCSA Journal we bring you a brief report from the Conference with highlights from keynote speakers and of course, photos capturing the sessions, workshops, networking and social events. Continuing our series profiling RCSA Award winners, we profile the Corporate Social Responsibility Award winner, Beaumont Consulting on page 14. You’ll also find useful information about Ciett activities, cloud computing, winning new business and achieving success through quality processes. Don’t miss Andrew Wood’s thought-provoking article on page 26, entitled Has anyone ever successfully sued a client?

In my first two years with the RCSA I have learnt that with a complex and very diverse member base it is quite a challenge to develop a single value proposition which fits neatly across all RCSA corporate members. Given this, the RCSA delivers a very diverse range of tangible and intangible benefits and much of the core or daily activity that we undertake may not be that visible to members, including:• Management of approximately five hundred

member and non-member complaints per annum via RCSA Ethics registrar

• Production of more than fifty RCSA Member memos and guidance notes per annum

• Continuing to build professionalism in the industry via the RCSA Professional Practice Council

• Via member volunteer RCSA Working Groups, lobby governments directly and indirectly, including development of submissions across immigration, workplace safety and workplace relations

• Educating the industry with approximately two

hundred training, education and networking events per annum with close to five thousand attendees.In addition to this operational activity, we

are constantly working on medium and longer term strategic projects which look to add value to RCSA members. Over the next 12 months with the continued support of RCSA members we will be working on the following: • Re-authorisation of the RCSA Code for

Professional Conduct with the ACCC – this is a significant project for which we will be seeking a great deal of member input. This process of re-authorisation provides us with the opportunity to build on the success of the RCSA Code and look to take it to another level with respect to a point of difference for clients between members and non-members.

• Research – Lincoln has noted in his President’s column that we will be undertaking a significant commitment to research which will include a quarterly survey aimed at collecting a snapshot of important member data to be linked to economic indicators, an annual member CEO state of the industry style survey and a three-yearly significant research project which will be focused on the value of on-hire to all parties. All research will be independent and of the highest quality aimed at raising the profile of the industry and opening doors for lobbying and advocacy for RCSA members. See page 31 for more information.

• Development of a formal education pathway for the industry from the RCSA Certificate of Recruitment to a tailored Diploma of Management (in partnership with the Australian Human Resources Institute) through to higher education at university level.

• RCSA SDS Review – we are currently working on a project to build the profile of the RCSA Service Delivery Standard, provide a clear link between the standard and ISO 9001, and build the profile of the standard among clients of the recruitment industry.

• Investment in the RCSA PEARL Program – launching in the first quarter of 2013, this will be a dedicated professional development opportunity for emerging and aspiring recruitment professionals. These are important projects which require

member support to succeed. I encourage all RCSA members to engage in these projects, to provide input when asked and to take the opportunity to have your voice heard. steve granland RCSA CEO, Australia and New Zealand

This conference was the largest single gathering of senior recruitment industry leaders in the Asia-Pacific region this year.

RCSA International Conference 201328-30 August 2013

Sheraton Mirage Gold Coast

Mark your diaries now for next year’s standout Conference with world-class presenters

sourced from Australia, New Zealand and internationally addressing the recruitment industry’s

issues for now and into the future.

The five star Sheraton Mirage Resort and Spa is located right on the beachfront at Main Beach

on Queensland’s Gold Coast, surrounded by tropical gardens and sparkling lagoons – the

perfect location for combining professional development and networking with your peers.

The RCSA website will provide you with full details as soon as they are available www.rcsa.com.au

Email expressions of interest to: [email protected]

2012 RCSA INTERNATIONAl CONfERENCE

Recruitment at the Speed of Tomorrow

RCSA International Conference 2012 Report RCSA members from Australia and New Zealand, as well as international visitors, flew into the Sofitel Hotel Fiji at the end of August for the 2012 RCSA International Conference. “It was the largest single gathering of senior recruitment industry leaders in the Asia Pacific Region this year”, reported RCSA CEO Steve Granland. Attendees enjoyed world class presentations from a wide range of excellent speakers, knowledge exchange sessions and networking with their peers at the many social events.

Attendees were welcomed by Lincoln Crawley FRCSA, RCSA President and Megan Bolton, CEO of Platinum

Sponsor RecruitmentSuper. The full program, covering all aspects of ideas and predictions for “Recruitment at the Speed of Tomorrow” kept attendees moving between keynote presentations, concurrent sessions and the Knowledge Exchange Roundtable discussions. In the evening, networking events included the Welcome Reception with colourful food stalls providing exotic gourmet cuisine, the popular “Bollywood” Conference Dinner with guests dressing in gorgeous saris and tunics for the evening’s extravaganza, and on the last night, the traditional Farewell Party beside the pool.

Here are highlights from some of the presentations.

FLEX: Business Re-Imagined Presenter: Mike Walsh

The web has changed the world but the world is changing the web: Think BIG, NEW AND QUICK!• How will the next generation think about

work? Anyone born after 2007, when the iPhone was born, does not know life without the web. The mindset of young kids is completely different. This generation doesn’t understand why they

are special, they just don’t know any different. Will kids even want to take a permanent job in the future? Your next generation of employees will have a radically different approach to work shaped by a childhood of disruptive

technology. Constantly challenge

yourself on the reality of how the next generation will work – create a youth lab and get them to brainstorm how they would identify and engage top performers.

• How is technology changing the recruiting game? What is really going to drive the future of engagement? The cloud, mobility – not only cheaper and faster, we’re changing the way we work and manage data. As we change behaviours, even the CV might become archaic. There’ll be new types of recruiters who will operate under new sets of rules. Think about data as a dynamic, not a warehouse. Figure out how to do new things with it. Look for more ways to get value out of it. Can you predict the future by looking at a person’s social media habits?

• The new science of marketing. Awareness/consideration/selection is old school. New school:1. attract potential customers to you

with compelling digital content 2. activate your database over time

with personalised offers and useful information

3. when someone becomes a customer, understand the journey that took them there – and repeat it!

• darcdigita-nativeanalytical – can analyse numbersreach – come with existing networks; get hired for using social mediacontent – you have to be able to write and express yourself so other people are drawn to you as an expert. FijiFiji

8 RCSA JOURNAl

Andrew Klein’s opening address

SEPTEMBER 2012 99


Recruitment at the Speed of Tomorrow

RCSA International Conference 2012 Report Golfers at work

Sari class – be there or be in big trouble!

Bollywood Conference Dinner

Lincoln Crawley FRCSA President RCSA

at the Conference opening

Welcome reception

Megan Bolton, CEO RecruitmentSuper

Fire display at the welcome reception

Deb Charman, Nigel Harse The RIB Report, Adelina Carnevale MRCSA Fusion Workforce, Belinda Ranken, Bruce Ranken FRCSA Board Member RCSA

Craig Mansell APRCSA Barclay Recruitment,

Ben Foote and Gabriel Garcia both of CareerOne

Fijians who assisted us greatly

RCSA JOURNAL10


• Create a digital team and give them the challenge to work entirely using cloud based tools. observe the results and apply the learnings to the rest of the team.

• How are the talent needs of your clients changing? Who do you need? People who are prepared to work anywhere. Desks are not needed! You need people who speak IT fluently – it has to be native to them. Do you have capability to recruit people to projects that matter – convince other people to join your project? Ban email: meet in person, pick up the phone or use the internal social network. Put the employee first, the customer second. Clients will need a new army of innovative thinkers in order to get to new future. Investigate social networks at client workplaces.

• What part will mobiles play in tomorrow’s war for talent? Mobile biometric credential verification (to do a credential check) – you can physically verify on your mobile. This is talent market mapping in real time.

• If your business could only exist as a mobile app, what would it take to make it successful to be in the top 10 iTunes?

Our Changing Global Workforce – A Flexible Future? What is the Future of Work?Presenter: Jeff Doyle, CEO Adecco Group. • High unemployment rates are here to stay,

bringing social issues with them (look at Spain, UK, Russia).

• Production is being “made to order”. Inventory to sales ratio is declining with a just-in-time approach. You need to be able to flex up and flex down.

• Ageing population: by 2050, there will be 400 million over 60 in China.

• The skills shortage – it’s worldwide!• The structural shift: HR’s changing agenda,

more temporary employees hired, part time work increased.

• In Australia, the profile of employment demands are changing, low-skill and no-skill jobs will go.

• Imperative to keep older workers engaged.• Better alignment between schools/

universities and business.• Greater international job mobility.• Appropriate skills in growth industries –

non-university qualifications need to have

a better status. Revalue technical jobs and professions.

• Social media – not a question of whether we do it – it’s how well we do it. It is not a fad, but a fundamental change in the way we communicate.

• Data is the new oil!• We all have to work harder because

we are going to live longer.• Australia is not the lucky country…

it’s the luckiest!

Order-taker or Trusted Advisor? Presenter: Bridget Beattie • In Australia and New Zealand, according

to Right Management surveyed data, 39% of candidates secure their position through their own networks and 18% though a recruiter.

• Direct personal contact with real people is the best way to new employment. There is a significant opportunity for differentiation around candidate experience.

• The way forward: build a consulting culture and transform the approach to solution delivery for candidates.

Bollywood Conference DinnerDavid Reynolds Chandler Macleod, Alan Bell FRCSA Board Member RCSA, David Stewart, Australian Business Recruitment Solutions

Standing L-R: Angela Gichard APRCSA SALT Recruitm ent, Jacqui Barratt FRCSA Board Member RCSA, SALT Recruitment, Gay Barton MRCSA Drake Medox, Ngah ihi o te ra Bidois Conference speaker. Seated L-R: Perry Sandow, Jan Spriggs APRCSA Placer Managemen t Group, Des Linehan FRCSA, Barry Thomas Conference speaker, Scott Brittenden Core Recruitment, Leigh Joh nson APRCSA The Johnson Group

Standing L-R: Warren Myers APRCSA CMP Recruitment , Leanne Lewis MRCSA, Matthew Brown APRCSA, Kimberly Barrow and Danni Dutra-Chamoun all of Insync Personnel. Seated L-R: Deborah Myers, Brent Juratowitch Recruitment Systems, Denis Dadds FRCSA Board Member RCSA, ManpowerGroup, Sue Heather Mining People, Steve Heather MRCSA Board Member RCSA, Mining People

Standing L-R: Kerstin Webb, Marcus Webb astutepayroll.com, Rowan Lalor Job Capital, Nicholas Beames FRCSA astutepayroll.com, Surinder Singh, Erin Devlin MRCSA Devlin Alliance. Seated L-R: Rick Marie, Laura Fuller Broadbean Technology, Bill Kubicek Main Sequence Technology, Clare Beames

Henna Tattoos

SEPTEMBER 2012 11


• Talent shortages – everyone comes up against it. Find out what your client needs. What are the deal breakers? What can be taught? What are transferable skills?

• If candidates can find jobs themselves without being a 100% fit, so can recruiters. A big pool of talent suddenly becomes available if we stop searching for the 100% fit.

• You may have to push back on client requests, reframe the role – you’re not simply there to sell, you’re there to solve problems. Influence the design of the position and truly understand what the client is trying to solve.

• Great recruiters consistently help to improve the working lives of candidates.

The World of Recruitment – Our place in the Global EconomyPresenter: David Arkless • There are huge social problems with global

unemployment: 24.5 million people are unemployed in Europe but there are 4.5 million vacancies that can’t be filled. It’s the same in the US – eight million vacancies and 40 million permanently unemployed. These are dysfunctional labour markets – we need to show governments how labour markets should work.

• How do we skill the right people in the right place at the right time? Australia is way ahead – be proud of your industry and what you do. Ciett has 125,000 branches in fifty countries and puts 8.5 million people into jobs every day. Our industry is as active in the economy as any other group; we make a huge contribution.

• We are moving out of the Technology Age into the Human Age. Value propositions are being changed everyday. Social systems are being reinvented. Existing models are not sustainable.

• World Economic Forum – most influential convening body in the world – has forecast four revolutions:

1. Dichotomy of world growth – emerging markets are growing the world economy. The world is now divided into “old” economies and BRICs (Brazil, Russia, India and China) and now Indonesia, China and India are the new superpowers.

2. Inversion of plenties and scarcities. In the old days, we had plenty of natural resources but were short of phones and cars. Now it’s reversed: we are short of natural resources and have plenty of phones and cars.

3. Development of technology and penetration of it in our day-to-day lives.

4. Real revolutions – could happen anywhere today, particularly because of social media – technology is enabling revolutions.

The Great Social Recruitment Paradox Presenter: Greg Savage FRCSA (Life) • Develop a strategy and make a real

commitment.• Create an online Digital Portal Plan.• Identify your target audience.• Content is king!• Be generous.• Build tribes and communities.• Market on multiple social networks.• Be consistent and persistent.

Staying ahead of change: lessons from the frontlinePresenter: Chris Savage• 80% of success is showing up (Woody Allen).• The only place where success comes before

work is in the dictionary (Vidal Sassoon).

Paul and Nellie Dicks, Bank of Queensland

Harley Hammelman MRCSA McArthur, Matthew Hobby FRCSA

McArthur, Susan Lyall, Matthew Mullins MRSCA McArthur,

Matthew McArthur FRCSA Board Member RCSA, McArthur

Neil Bolton Recruitment Systems, Alexandra Bolton, Chris Guy, Allison Guy-Ritchie FRCSA PCA People The RecruitmentSuper team: Matthew Ball, Ross Fisher FRCSA (Life)

Chairman, Glenda Garmey, Phil Seubert, Dzu Huynh, David Luker,

Helen Hermans, Steven Moad, Megan Bolton CEO, Gil Sebbag

Robert van Stokrom FRCSA Vice President RCSA

Board, DFP, Leonie Hill FastTrack, Lincoln Crawley

FRCSA President RCSA, ManpowerGroup

Andrew Klein Conference MC (aka Kochie!), Nicola Kahui and Maria Kamberidis both of MyCareer

Craig Chamberlain Prime Recruitment, Raj Sesha SDP

Solutions, Phil Collins FastTrack, Susan Chamberlain

Prime Recruitment

Standing L-R: Raj Kutty Kinetic Recruitment Defence Services, Jack Zervos ExecuCon. Seated L-R: Tania Evans WorkPro, Jamie Lingham and Penne Lingham both of Absolute Immigration Services, Elise Zervos ExecuCon

Standing L-R: Angela Gichard APRCSA SALT Recruitm ent, Jacqui Barratt FRCSA Board Member RCSA, SALT Recruitment, Gay Barton MRCSA Drake Medox, Ngah ihi o te ra Bidois Conference speaker. Seated L-R: Perry Sandow, Jan Spriggs APRCSA Placer Managemen t Group, Des Linehan FRCSA, Barry Thomas Conference speaker, Scott Brittenden Core Recruitment, Leigh Joh nson APRCSA The Johnson Group

Standing L-R: Brian Coghlan, Danial Mullins OAMPS, Smit Granland, Michael Poon and Marnie Dean both of OAMPS. Seated L-R: Glenda Garmey RecruitmentSuper, Allison Guy-Ritchie FRCSA PCA People, Chris Guy, Peter Langford FRCSA Board Member RCSA and HORNER Recruitment, Steve Granland CEO RCSA

RCSA JOURNAL12


7 great habits: 1. Leverage your special talents 2. Stay connected 3. Be optimistic 4. Take “deliberate oxygen” 5. Put pressure on yourself 6. Be your own best coach 7. Take responsibility.

Do you Pass the Mirror Test for the Future Leader?Presenter: Avril Henry• Three things are important for tomorrow,

things you have to get right: first, leadership; second, the culture of the organisation and value upon which it is built and third, flexibility.

• Top six growth industries for next 25 years: aged care, healthcare, nanotechnology, biotechnology, IT and communications and engineering.

• Are you listening to your people? 75% of Gen Y say their current manager or supervisors do not listen – and they’ll tell the world on Facebook.

• When Gen X get fed up, they won’t do anything about it, they just go – and usually set up their own businesses.

• Women occupy 47% full-time and 75% part-time jobs: 89.8% of boards are made up of men: how representative are they of the workforce and change? What are you doing as an industry to rectify that when you put up candidates?

• Top characteristics of effective inspiring leaders:1. change enablers (changing individual mindsets

and changing culture is changing mindsets)2. collaborative and inclusive leadership will

deliver better results 3. open and honest communications

with a focus on listening4. have to be courageous: moral courage

is more important that physical courage

5. develop, coach and mentor people 6. flexibility will be required in all forms – the

way we think, solve problems, working styles7. humility – GFC made us stop and think about

things we had never thought about before8. inspire ordinary people to do extraordinary

things, get excited about the future9. integrity and trustworthiness.

• Leaders need: authenticity (be themselves); humility (people who can identify with us as people); respect – because you lead by example and demonstrate respect to others. Power is out, respect is in.

Collaboration is the New Competitive AdvantagePresenter: Rachel Botsman• Micro-preneurs: empowering people to

make and save money from their assets.• The Collaborative Age is transforming how we

showcase and match talent; the labour market; what being an entrepreneur means; how we fund businesses and creative projects; the concept of workspaces; and the value of personal reputation.

Knowledge Exchange Roundtable discussions

OAMPS Poolside Farewell Party

Live music at the Farewell Party

Greg Savage’s keynote presentation

Danial Mullin, OAMPS, presents Kera Holmes with a 21yr old bottle of Scotch Whiskey

SEPTEMBER 2012 13


• Competitive collaboration: the more you act, the more you gain status and become visible in the community.

• Social networking = service network (using your online networks to get things done in the real world.

• The big shift in work: 1.3 billion mobile workers worldwide by 2015; 20 million Americans who work from home. 82 per cent of Fortune 500 companies with alternative workplace and mobility programs.

• Reputation capital = the worth of your reputation (intentions, capabilities and values across communities and marketplaces).

• Reputation is becoming a currency that will be more powerful than our credit history in the 21st century.

Ancient Wisdom Modern Solutions Presenter: Ngahihi O Te Ra Bidois • The true meaning of leadership is influence,

nothing more nothing less (John C Maxwell).• Recruitment at the speed of tomorrow is

established on engagement and a key to your engagement is your influence.

• Three ways to increase your influence: Proverbs, People, Purpose.

• Proverbs: Leaders think and thinkers lead. If it isn’t broken – fix it! Leaders read and readers lead! (Do you make time to think?)

• Most of your unhappiness in life is due to the fact that you are listening to yourself rather than talking to yourself. (Dr Martin Lloyd Jones in Spiritual Depression, its Cause and Cure).

• People: what is the most important thing in this world? It is people, it is people, it is people.

• Through Proverbs and people we establish our Purpose. Are you ready?

Conference presenters also included Paul Slezak APRCSA, Barry Thomas, Alan Chanesman, Tony Hall, Charles Cameron, Nicole Underwood FRCSA, Aaron Dodd and Gabriel Garcia.

Knowledge Exchange Roundtable Discussions were facilitated by Dzu Huynh, Barry Thomas, Marcus Webb, Danial Mullin, Nick Richards, Neil Bolton, Brent Juratowitch, Raj Sesha, Paul Slezak, Charles Cameron, Jamie Lingham, Peter Osborne, Tania Evans, Nigel Harse, Vanessa Fudge, Nicole Underwood, Rosemary Scott FRCSA (Life), Jim McNeily, Tim Legg, Tony Hall, Dianne Gibert, Gabriel Garcia, Bridget Beattie and Derek Humphrey-Smith.

RCSA International Conference 2013 28-30 August, Sheraton Mirage, Gold Coast, Queensland

View from the OAMPS Poolside Farewell PartyA typical Fijian sunset

Farewell from the Fijian choir

Steve Granland, RCSA CEO, Australia and

New Zealand delivers the closing address

RCSA JOURNAL14

fOCUS: RECRUITMENT AT THE SPEED Of TOMORROW

“Winning this award was acknowledgement

that what we are doing as a business within the

recruitment industry, and in particular what we

are doing for charities, is really outstanding in

terms of our commitment to Corporate Social

Responsibility,” Nikki Beaumont says.

“One of the more significant aspects of the

variety of services we offer is our not for profit

recruitment division and winning this award has

meant so much – particularly to the team who

work tirelessly on behalf of the hundreds of

charities we support.”

The team was with Nikki in

Melbourne at the RCSA Gala

Ball when the award was

announced. “Sharing their

joy and seeing how proud

they were was just gold!

We were on a cloud nine

the whole weekend – in fact

I think we still are!” Nikki says.

“Winning an award such

as this is also very valuable

commercially of course, it

makes us stand-out from the

crowd and helps us attract

high quality recruitment talent.

It’s a great talking point with

clients too. They love to hear

our story and want to be

associated with us. It helps us to connect with

clients who have similar values, which is important

to us.”

What advice would you give other organisations who want to do more in the CSR area?

“For us, it was just a natural progression; I can’t

say that we specifically sat down and planned to

do all the great things we’ve done, it has grown

organically over time,” Nikki explains. “We’ve done

a number of great things for charities. For us, it

was really more about what felt right at the time

and the enjoyment we gained has encouraged

us to do more.

“CSR is a huge area: there are so many things

you can do. Start with what feels right and whats

fits with your team and culture. Ask your team

what they are interested in doing and be prepared

that not everyone will want to be involved, or

involved to the same extent as others. You also

need to be clear about why you

want to put more energy in to

CSR initiatives and what you want

to achieve,” she says.

Having won this award, what are your goals for the future?

“The team was already

planning how we can win it again

next year the day after we won it!

“I think that might have had

something to do with the fact

that I took four of them to

Melbourne for the weekend too

– rather a treat all round. Winning

the award has actually opened

our eyes to what more we could

be doing in the CSR space. I’ve

already expanded the not for

profit team to five and can see opportunities to

expand that further. We’ve saved charities over

$2 million in recruitment fees over the past three

years. I’d like to take that figure to $5 million within

two years and $10 million within the next five.

We’d also like to extend this model to other not

for profits such as associations. I am already

working on that strategy and looking for a

Consultant to help grow that division.

Meet the Award winners

Corporate Social Responsibility Award 2012: Beaumont ConsultingBeaumont Consulting is a Sydney-based recruitment company founded by Nikki Beaumont, Managing Director, who has more than 22 years’ experience in the recruitment field including the successful management of the Sydney Olympic Recruitment Centre. Beaumont Consulting has been a passionate advocate of non-profit causes for the past ten years.

SEPTEMBER 2012 15

Lincoln Crawley FRCSA, President RCSA, with Nikki Beaumont FRCSA, Beaumont Consulting, the winner of the Corporate Social Responsibility Award.

“We’re also starting to talk to businesses

about their CSR strategy and offering

support and guidance to companies who

want to do more. We’re currently working

on a “speed dating” event which is designed

to educate corporates about the benefits of

CSR and then giving them the opportunity

to meet and “date” a selection of charities

who are seeking corporate partners.

Internally, Beaumont Consulting has also

begun to support to their local communities

in other ways. They recently set up a “ job

club” in partnership with Vinnies specifically

to help refugees and asylum seekers, who

have no other form of job support available

to them. Although this is still in its infancy,

Nikki says she can already see the impact

across the business and on staff who’ve

been involved.

Nikki added: “I’d just like to end with a

thank you to the RCSA for running these

awards for our industry; I think it’s important

that we have something to strive for and I am

all for raising the bar and the standards within

our industry”.

^Nielsen Monthly Unique Audience Report, Sept 11-Jun 12. *Information correct as at 12/7/2012

CareerOne is growing. CareerOne makes fi nding the perfect candidate easy. With strong unique audience results, over 20% more searches and 17% more applications than last year^, CareerOne is growing every day. And our new industry search pages make job hunting even easier to ensure your listings are seen by the right people.

Check out our new industry pages atcareerone.com.au*

2,500

2,000

1,500

1,000

500

0

Sep-1

1

Oct-1

1

Nov-1

1

Dec-1

1

Jan-

12

Feb-1

2

Mar

-12

Apr-1

2

May

-12

Jun-

12

My CareerCareerOne Seek

Nielsen Unique Audience (’000)

UNIQUE AUDIENCE^UNIQUE AUDIENCE^

1,100,0001,100,0001,100,000

CA022_136x186_Press_Recruiters_FA.indd 1 23/07/12 5:50 PM

RCSA JOURNAL16

“The way to work: A job for every person, a person for every job” is the new vision for the private employment services industry brought to life by Ciett at our Global Conference in London.

The Ciett Board has been

working closely with key industry

stakeholders to create a clear

vision for our industry in order to

continue to promote the value we

as an industry and profession bring

to economies around the world in

order to build better functioning

labour markets.

We know that we all play a

valuable role in providing the way

to work as a labour market entry

point. We direct the way to work.

We offer a new way to work

through offering flexibility and a

range of contractual arrangements.

We give people a great way to work by

providing decent and quality work. And we

help people to organise the way to work by

providing a better and faster match of supply

and demand.

Our aim is to transform the global brand

of our industry by achieving real, positive

change in the labour market.

Our vision is to live in a world where there

is a job for every person, and a person for

every job. That might seem far off when

some countries are re-entering recession

and high unemployment prevails but private

employment services can make a difference

by securing a better and faster match

between available work and skills. The

pledges are our public commitment to

achieving our vision and will help measure

the contribution our industry is making to

the functioning of the labour market. We

know the pledges sound ambitious, but in

fact they represent just the tip of the iceberg

in terms of what our industry could achieve

with the right regulatory environment.

Building on the Adapting to Change

Report, Ciett members have pledged over

the next five years to:

• Support 280 million people in their job life

• Help 75 million young people enter the

labour market

• Up-skill 65 million people,

giving them more work choices

• Create 18 million more jobs

• Serve 13 million companies

with the right talent to succeed.

The pledges are global targets, representing

the combined contribution of our industry

across the world. The values of the private

employment services industry are centred

around people, because work is an essential

part of life and identity. These values of

quality, inclusiveness, serving, and freedom,

underline and inform our vision and pledges.

They demonstrate our commitment to

advancing people and businesses through

work.

This new vision, “The way to work: a job

for every person, a person for every job” and

the industry pledges are the culmination of a

global journey to raise awareness of the role

of private employment services in facilitating

adaption to change for governments,

companies and individuals, building better

labour markets and providing decent work.

The journey began in Geneva in October

2011, with the launch of a research report

entitled Adapting to Change, produced in

conjunction with the Boston Consulting

Group, which has fuelled conversations with

policymakers, trade unions, academics and

NGOs all around the world. This report has

The way to workCiett Report

People are seeking more freedom and choice in the way they work, and organisations are increasingly looking for bespoke workforce solutions. More than ever, intermediaries are needed in the labour market to facilitate access to work.

SEPTEMBER 2012 17

INTERNATIONAl COMMENT

now been presented in 21 different countries.

The world of work has changed

dramatically. People are seeking more

freedom and choice in the way they work,

and organisations are increasingly looking

for bespoke workforce solutions. More than

ever, intermediaries are needed in the labour

market to facilitate access to work. Even

though global unemployment is at a record

high, millions of job vacancies remain

unfilled. The new vision of the industry,

“The Way to Work”, embodies how private

employment services offer people hope,

providing an entry point to the labour market

and offering a stepping stone to permanent

contracts.

It also reflects the fact that the industry

supports people throughout their lifelong

career journey by facilitating transitions. Our

industry is in a unique position to balance

the needs of individuals with the constraints

of companies and to drive change.

For more details on this new global

positioning and a copy of the passport that

explains how to communicate where our

industry is headed in the next five years

visit www.ciett.org.

Steve Shepherd FRCSA (Life) and Immediate Past President, is the RCSA’s representative with Ciett and a member of the Ciett Board.

Integrity assured.

We’re passionate about recruitment.

Everything we do is focussed on enabling

recruiters to raise the quality of the recruitment

process – with less effort than ever.

It’s not about technology. It’s about people.

And the more people use TRIS, the more

the recruitment industry will thrive.

Find out more on facilitating excellence at

www.recruitmentsystems.com

Recruitment Systems Global Headquarters Canberra, AustraliaPhone: +61 2 6296 7777 Fax: +61 2 6296 7177 Email: [email protected]

10702B_RS_pressAd_125hx190w_2.indd 1 17/06/11 3:19 PM

RCSA JOURNAL18


The world of work is transforming: are you ready?

While mature markets around the world grapple with multi-speed economies, falling productivity and the need for

specialist skills, emerging economies face the challenges of rapid modernisation, slowing growth and shrinking export markets.

In response to these complex market pressures, employers must manage an increasingly difficult balancing act — to attract, retain and nurture talent, while driving productivity gains and reducing costs. And if we didn’t think conditions were challenging enough, organisations also face a once-in-a-century convergence of social, technological and demographic changes that signal a new era for work itself.

Around the world, employers must respond to ageing and more mobile workforces, dynamic and less structured organisations, rapidly evolving technology, and critically — an ongoing scarcity of highly skilled talent.

Most workplaces are no strangers to change, but the pace of change is greater than ever before. HR and business leaders we talk to in over forty countries, and in particular, those we surveyed across the Asia Pacific region know the world of work is changing – new types of work will be done by a new breed of workers to serve new customers, whose desire for service and speed is limitless. To be competitive five years from now, strong leaders, innovators and technical specialists are needed. Unfortunately, however, our research shows employers have little

confidence the education sector will deliver these skills — and even less confidence in government policy and initiatives.

Employers once again recognise boosting workforce performance and productivity is their biggest human capital challenge — and addressing it won’t be easy. Organisations know they must strengthen employee engagement and collaboration, align their workforce plan with business strategy, and build their middle management capabilities. But the question remains — do they know how to get there?

A third of organisations in Randstad’s World of Work Report 2012/13 say they will target product and service innovation over the next five years, guaranteeing ongoing demand for qualified professionals and technical specialists. So, employers again uniquely understand attracting and retaining talent remains as important as ever. It increasingly depends on their ability to adopt flexible work practices, and build trusted relationships with ever more independent and diverse knowledge workers.

Today, only just over a third of employers in the Asia Pacific region believe they are doing a good job creating flexible work options — and expect to manage a blended workforce of permanent, transient and virtual teams in the future, particularly as employees continue to demand greater flexibility and autonomy. In fact, the top strategies employers will undertake to address talent scarcity in the next decade – recruiting

As the centre of economic power continues its shift from West to East, the world of work is evolving at lightning speed. How can recruiters help clients keep up? Deb Loveridge, Managing Director Asia Pacific, Randstad, previews the latest Randstad’s World of Work Report.

To access these courses and more visit: learningseat.com/public/rcsa

PremiumSupporter

RCSARCSA Code for Professional ConductRecruitment Consulting EssentialsClosing Deals and Making OffersNegotiating With Candidates

Free to RCSA members

WHEN WAS THE LAST TIME YOU BRUSHED UP ON YOUR TRAINING?

SEPTEMBER 2012 19


LR RCSA Ad 0811_final.indd 1 30/8/11 10:04:07 AM

more people on flexible work arrangements and more people on a temporary or contract basis — offer further evidence of the growing blended workforce. There is also good news for women, with clear employer intention to recruit more women into leadership roles in many countries.

As these forces converge to re-shape the world of work, organisations know the anatomy of leadership will also change. Leadership will increasingly be less about status and structure, and more about looking forward, knowing, adapting, doing and inspiring. Employees across the region confirm the ability to motivate and inspire others, and the ability to build trusted relationships, are the biggest attributes of a successful leader — and very important factors when they consider a new employer.

The majority of employers rate their current leadership capabilities as good, but they are worried about their leadership pipeline for the future. Employee turnover is also a significant concern for most, and employees confirm a lack of opportunity for growth or advancement is the main reason they will leave organisations in the next 12 months. Talent management programs that identify high-potential employees for future leadership are on the rise to help address this issue — but only just over half of employers have a program in place today. And less than

half have a specific development program in place to fast-track these employees into leadership roles. Programs like these remain an effective way for employers to boost their leadership pipeline for the future.

Overall, our findings show HR and business leaders across Asia Pacific know much of what is needed to meet the biggest human capital challenges of our time — increasing workforce performance and productivity, retaining top performers, and attracting new talent for the next phase of growth. What they don’t always know is where to start. With such a daunting “to do” list, employers are less confident about their ability to meet these challenges.

Given the long-term nature of many human capital challenges, our findings show workforce planning horizons are alarmingly short across the region. Almost half of employers fail to plan their workforce a year in advance, and only a handful look two or more years ahead. Today, organisations across Asia Pacific admit they spend little time on strategic workforce planning, and struggle to engage external experts or their own employees on the issue.

That’s why this year’s Randstad World of Work Report aims to bring our future into the frame. To examine problems and solutions, the areas where organisations are making great strides, and those where there is more

work to do. It’s about having a conversation that will help us all gain a deeper understanding of how our world of work will change and transform in the future — and most importantly, what we can do to prepare for it today.

In every country around the world, the future is upon us every day. Rapidly changing market forces are compelling organisations to continuously re-invent and focus future strategy on driving whole business agility. At the heart of this is accelerating workforce productivity, and harnessing the true potential of your talent.

Deb Loveridge is the Managing Director, Asia Pacific, of Randstad. Randstad is a Fortune Global 500 company and one of the world’s largest recruitment and HR organisations.

RCSA JOURNAL20


Mark Ashburn, General Manager – Sales, RecruitmentSuper

Imagine buying from someone who is not only listening to what you’re saying, but also to what you’re not. Someone who explores options with you, is honest and open about

what works and what doesn’t, and then consults with you to be successful and deliver what is required every time, not just this time.

You’d trust this person. You’d probably even refer them or their services to others …

So how do you get to be in a position where you get those referrals, where your team is actively recognised as providers of great service and is trusted to help get the job done the right way?

As a sales leader in an industry delivering services rather than products, this was the question I asked myself about ten years ago. While looking for the answer I came across

The Trusted Advisor (pardon the American spelling), by David J Maister, which changed the way I thought about selling services. This one book helped me figure out what was needed to sell services, and sell them well, with good long term results.

Using the Trusted Advisor philosophy as our roadmap at RecruitmentSuper we act to ensure that it underpins the way we do business and how we interact with our clients, members and colleagues. Our journey is not about the destination. It is the way we go about interacting and building trust. It’s not quite as simple as it sounds, but it’s not rocket science either.

Trust is a critical element of success when selling, and it’s super important when you are in a service environment. When selling a physical

The trusted adviser journeyWould you buy from someone who isn’t listening to what you want, doesn’t care about why you need it and only wants to talk about what is readily available?

SEPTEMBER 2012 21


product you, as the end user, can see what you are getting; you know what to expect and why you wanted it – unless you are making an impulse buy at Bunnings of course. You have a need and are buying to fulfil that need. When buying intangible services you are more likely to buy from the person who is honest, open and generous in their dealings with you. You know they care and are genuinely trying to find the right solution for you, even if that solution is not the one they have on offer.

Building a team of trusted advisers doesn’t happen by accident and generally goes against the standard sales philosophy of“get the sale and move on”.

Being a trusted adviser is about having

the self-confidence and the ability to focus on the other person. It is having the strength to focus on the needs of the customer and not your own, the curiosity to question and probe for the root cause and be inclusively professional by guiding and coaching the customer through the decision process.

Trusted advisers can expect more consistent sales results. They will get better margins and prospecting will be aided by the development of advocacy referrals from existing clients. Sales people with a trusted adviser reputation will do well in all economic climates.

Leaders of trusted adviser teams will have highly productive sales people who

understand ROI, so they will generate revenue to justify their costs. They will have teams that are more stable and loyal than others.

Becoming a trusted adviser requires a fair bit of discipline on the part of the sales person, and to lead this team requires a whole lot more discipline and confidence! In the next couple of editions of the RCSA Journal I plan to spend some time discussing the work required by sales people and their leaders if they want to become trusted advisers.

I hope you will find the story of my journey interesting, and profitable.

RCSA JOURNAL22


Are you an ostrich with your head in the sand?How many of you have read a contract recently? Probably many of you as contracts are (unfortunately) becoming a part of everyday life. Your mobile phone, internet service provider, pay TV, home and contents insurance … the list goes on and on. Unfortunately, the proliferation of confusing, and – let’s be honest – generally boring, contracts are also entering your workplace but with much greater consequences.

Now I don’t know about you, but I would

prefer to listen to Celine Dion on repeat for a

day rather than read through another lengthy

and confusing contract. Is it just me or are

these things written by Shakespeare with a

bit of Tolstoy thrown in for good measure?

Contracts today are hard to read, which

is not surprising given they are written by

lawyers whose sole purpose is to protect

their clients’ interest. Now please remember

that they are written with the sole purpose of

protecting the interests of the party who has

created the contract. If that’s not you, then

beware!

So what should you do when confronted

by War and Peace in the form of a contract?

My first piece of advice would be to engage

a legal professional: you don’t work on your

car if it breaks down so don’t feel ashamed

to engage a professional – it could save you

in the long run.

In preparation for this article I have been

reading the Australian Government’s Contracts

Made Simple information booklet and can

tell you that any document that is 86 pages

long is not simple. So, given the complex

nature of contract reviews, I thought I would

break down some of the key areas of concern

in any contract that could cost you money.

Let me state from the get-go that I am

NOT a lawyer. I am, however, an insurance

professional who reviews contracts on a

daily basis so I would again ask that you seek

professional legal advice before entering into

any agreement.

Where are some of the hidden nasties?

Indemnity sectionThis is the section where all the action

happens. It is where you agree to take

responsibility and accept the loss or damage

that you (or your contractor, on-hired

employee) causes to your client or some

other party while conducting business as

per the agreement.

This is also the section where you could

be agreeing to something that could leave

a hole in your pocket. Ever heard of a “hold

harmless clause”? This is a hot topic for your

industry currently and does pose a real

monetary risk to your business.

Essentially a hold harmless clause states that:

You [service provider] will indemnify

and hold harmless the [client] against any

and all loss and damage however caused …

The clause goes on.

Now what is wrong with that? It sounds

fairly straightforward, so what’s the problem?

The problem is that without even thinking,

your client has passed on their own legal

responsibilities for negligence to you. You

have just agreed that whether or not your

client was partially at fault, if your employee

or contractor was involved in an incident you

take the blame and, more importantly, all of

the costs associated.

That’s OK, I have insurance for that, I hear

you say, but that is not entirely true. Ninety-

nine per cent of insurance policies in the

marketplace today exclude any assumed

liability and by agreeing to the hold harmless

clause you are assuming liability. Essentially

if a claim was to occur, your insurer would

cover the costs associated with your

negligence and you would make up the

difference. Given the cost of claims today,

the coffee change in your drawer is not

going to cover it!

So what can you do? My suggestion would

be to renegotiate and ask that the clause be

removed. They are your business partner

after all, and at the end of the day, their main

concern is that your professional services are

adequately insured. Show them that by adding

these onerous clauses they are inadvertently

jeopardising what would be a fair claims

settlement for both parties which is quite

counterproductive in the long run.

For those lucky enough to be RCSA

members, we also recommend downloading

the many guidance notes on contracting and

Danial Mullin, Team Leader, Professional Schemes, OAMPS Insurance Brokers Ltd

SEPTEMBER 2012 23


insurance as they are great night time reading.

Also speak to your legal people and engage

your insurance professional – but do not

ignore the problem and become a struthio

camelus, that’s a common ostrich in

non-contract speak, and stick your head in

the sand as it’s not going to reduce the risk

to your business. Those contracts can still

see you!

Disclaimer – This article has been drafted

by OAMPS Insurance Brokers to assist RCSA

members with a general understanding of

the subject matter. This article does not

purport to be an exhaustive statement of

all the legal or best practice requirements

in the area. It is provided to RCSA members

as a guide only. Members are encouraged

to obtain further advice from an appropriate

professional source.

Working in; supporting and understanding Recruitment andHuman Resources for over 20 years....

Contact Elise Zervos directly on 0418 514 878or email [email protected] - www.execucon.com.au

Simple, affordable, effective solutions optimising the performance of recruitment and human resources professionals

186x136 ad_Execucon 24/07/12 5:28 PM Page 1

Given the cost of claims today, the coffee change in your drawer is not going to cover it!

RCSA Corporate Members can nowphone WIL (Workforce Info Line)RCSA Business Solutions has been extended to includean immediate telephone advice service which isprovided as part of your Corporate Membership.

From 3 September 2012Australia Corporate Members can pick upthe phone for instant workforce advice on:Workplace relations (Awards, Fair Work and the National Employment Standards, employment agreements/contracts, enterprise agreements, termination of employment and on-hire assignments, managing performance, conduct and attendance, unfair dismissal, adverse action / general protection, EEO and anti-discrimination, privacy, developing policies, procedures and good practice HR management).

Work health and safety (policies and procedures, management systems, audits and gap analysis, client safety assessments, managing work safety in client relationships).

Independent contracting (Contractor v employee, independent contractor agreements and contracts, minimum entitlements for independent contractors).

This telephone advice line will be delivered by FCB, Australia’s leading workplace relations legal and consulting firm. FCB specialises in recruitment, on-hire and contracting work law and strategy.

Phone WIL direct on 1300 988 685 (select option 2)And quote your Corporate Member ID numberMake sure your relevant staff members know your ID number too!

For all other workforce and business operations enquiries the rapid response email support service still applies

All other Australia workforce and business operations enquiries –

[email protected]

All New Zealand workforce and business operations enquiries - [email protected]

For all specialist assistance with the option of a fee for service quotation

if extensive research required - [email protected]

Templates and business resources are available at -

www.rcsa.com.au for Australia and New Zealand

For general assistance and enquiries we’ll always pick up and talk to youon our head office landline 61 3 9963 0555

1

2

3

9663

RCSA JOURNAL26


Andrew Wood, Hon FRCSA (Life), Barrister

Has anyone ever successfully sued a client (for fees)?W

hen I proposed the topic, Has Anyone Ever Successfully Sued a Client? for one of the sessions in

RCSA’s recent Eastern States Trouble Free Recruitment workshops, I wasn’t really expecting an answer. It was a trick rhetorical question. So I was surprised when RCSA’s Finance & Operations Manager, George Lambrou, emailed me to say that he’d just been contacted by a member who assured him that it could be done; that he had done it; and that if I would like to speak with him to find out how to do it, he would be happy to tell me. Great! I emailed George to ask: “Are they still a client? How might the member expect to fare in the next tender round?” George replied, “I see your point”.

The point is that it all depends on how you define success.

In our workshops in Sydney, Brisbane and Melbourne we spoke openly and frankly about these issues, recognising the hard costs of litigation as well as the so-called “soft costs” – i.e. the emotional toll, the damage to goodwill, the distraction value, the business opportunities lost while you’re trying to win who-said-what-to-whom disputes. It all adds up.

We also recognised that there were times when you will not be able to avoid disputes. We looked at the culture that seems to exist in some sectors, according to which the fee dispute on your final invoice in a long project might just be a form of gamesmanship. We focused on the need to remain objective and to avoid the instinct to let the emotional offensive carry us away. We recognised that for some recruiters it might be a case of “toughen up soldier!” There were even instances where clients had respected a recruiter’s hardnosed attitude and had looked at the fee dispute as a kind of test. It’s a strange world.

Ultimately, we put forward seven key steps in avoiding and managing fee disputes:1. Know what is contributing to the dispute.

This information is vital if you are going to select the right strategy to deal with it.

2. Know if you have a contract. As we’ve said before, no contract; no fee! And it involves more than just sending your terms of business to a client and believing that you have a contract because a candidate gets hired.

3. Know if your contract entitles you to a fee. This is a matter of making sure that you have actually done what the contract says you must do to be entitled to a fee. For example, if your terms of business say that you get paid for making an introduction, did you actually make an “introduction” or was the candidate already known to the client? What is an “introduction” anyway? Does it have to be a material cause of the placement?

4. Know where your dispute is leading you. Go forward with your eyes open. Have a

clear understanding of what is most likely to happen if you do not resolve your dispute. Is that a better outcome for you than settling your dispute by negotiation? What will happen for your opponent? Is your offer of settlement a better option than carrying on the fight?

5. Know your Code responsibilities. The RCSA Code imposes certain requirements on members regarding the certainty and disclosure of their fee arrangements. It is important to make sure that they have been observed. The RCSA Code (and everything that RCSA has been saying about the Code for the last decade) makes it clear that a fee entitlement is a matter of contract – not a race between agencies over who gets the resume to the client first!

6. Negotiate co-operatively and in good faith. The Code also commits members to using process of negotiation and mediation wherever it is practicable to do so. If you are not trying to solve the dispute by negotiation or mediation, why not? A failure to do so in circumstances where it is practicable to do so (and it frequently is) may result in a conduct complaint against you for carrying on an unseemly brawl, which is ultimately damaging to the industry.

7. If in doubt – ask! RCSA can provide guidance and may be able to provide resources that will help you to get fee disputes resolved. It is in the interests of the Association, and the industry, to do so.

They were good sessions. We had a lot of fun and learned a lot of things – not only about our legal entitlements; but also about our negotiation approaches and about what matters to us in situations like this. I think participants were able to take away some useful ideas and I’m looking forward to running similar sessions in Adelaide and Perth later in the year as we see if we can make sense (and a bit of nonsense) out of the law and the way we think it applies to the recruiters and employment service providers.

SEPTEMBER 2012 27

Business Solutions and Working Groups UpdateCharles Cameron reports on RCSA Issues and Policy Management.

For around three years now the RCSA Issues

and Policy Management team has been

waiting for things to quieten down a little

but now, we’ve just come to accept that we may

be waiting a while. Whether workplace relations

and safety or immigration and privacy, the

regulators keep on regulating and the courts

keep on deciding.

It seems astounding that, at a time when

productivity is the enduring topic and challenge

for the Australian and New Zealand economies,

unions, and the ideologically aligned, are arguing

that the future lies in super-imposing 1970s style

workplace arrangements. While it would be easy

for RCSA to jump into a focused debate on the

pros and cons of flexible labour in the year 2012,

our feeling is that the people who matter don’t

need convincing.

Therefore, it is incumbent upon us at RCSA to

push on with the core purpose of RCSA Business

Solutions, which is ensuring RCSA members are

given every opportunity to maintain their high

degree of professionalism and in turn, care for

clients and workers alike. And we think we’re doing

alright, and here are a couple of reasons why.

Recently, the Fair Work Ombudsman handed

down its report into levels of award compliance

within the recruitment sector and we came up

looking great. In fact, it would be fair to say that

we aced the test and left the accounting sector in

our wake. Arguably, as professional employers, we

should excel in this space but, it’s always nice to

get the results. Also, we recently received further

confirmation that our ongoing devotion to

improved standards of work health and safety

were continuing to pay off. In a comparison

of workers’ compensation claims in Victoria

between June 2011 and June 2012, claims from

on-hire workers decreased by nine per cent while

claims from direct-hire workers decreased by

only 0.5 per cent. Interestingly, at the same time,

declared on-hire remuneration increased by

three per cent during the same period. As further

evidence of the performance improvement

trend, claims per $10 million remuneration

decreased by 12 per cent to 2.13. It’s always

nice to see the fruits of your labour!

Meanwhile, the RCSA Working Groups have

been working hard to drive policy and education

initiatives at the grass roots level. Here are some

of the key focus areas.

Safety and Risk Working Group• Development of on-hire specific guidance

material on the model WHS law

• Addressing the growing prevalence of

hold harmless clauses being demanded

by procurement departments and firms.

Workplace Relations Group• Fair Work Act review report

• ACTU Secure Work campaign.

Immigration Group• Amendments to the Employer Sanctions

legislation relating to the lawful employment

or recruitment of workers on visas

• Amendments to immigration law which

prohibit the capacity of on-hire firms to

nominate sponsored workers, under labour agreements, for permanent residency.

2012 RCSA 63x255mm final two.indd 1 1/09/2012 12:15:58 PM

Apply to become an Accredited Professional Recruiter, Member or Fellow todayAs an individual member of RCSA you distinguish yourself as an industry leader and assure your clients that they are in safe hands. Apply by downloading an application form at www.rcsa.com.au > Membership > Individual > Join now or email [email protected]

FELLOW

RCSA JOURNAL28


Seven reasons your recruitment organisations needs to advance to the Cloud

Sure, the Cloud is good for saving family photos, connecting with friends, and accessing social media, but how applicable is it to your business? Surprisingly, very! Today’s recruitment organisations who move their applications to the Cloud are taking advantage of the myriad of benefits offered by getting their applications out of the office and to the Cloud.

This article outlines how your company can benefit by moving staffing agency applications to the Cloud, rather than depending on onsite infrastructure. Additionally, it outlines the considerations that need to be included when looking at cloud-based applications, and what your company needs to do for a successful implementation.

What are the reasons?What exactly are the reasons to move

your organisation’s operations to the Cloud? While there are many, here are some of the most compelling arguments that you should consider:

#1 Save on infrastructure Servers and all the associated

software and hardware you require for operation can cost thousands of dollars (or more) per year. In addition to these costs, you also have to factor in the cost of upgrades, replacements, and paying staff or consultants to repair and maintain your equipment, not to mention creating customised applications and programs to cover any inefficiencies.

When recruitment operations are moved to the Cloud all you need is a few terminals with internet access. With some firms spending up to four times their infrastructure budget on IT staff, this could lead to significant savings. Additionally, cloud-based mobile applications give your company the ability to give staff access to applications wherever they are, from smartphones, iPhones, and tablets, further reducing the need for hardware in the office.

#2 Specificity Instead of finding a program that

“almost” meets your needs, in the Cloud you can combine applications that specifically match and meet your business requirements. This specificity means you get more from every application and so do your staff. You only need the applications you are going to use – nothing more, nothing less. Cloud applications eliminate the need for bloated

programs, database management, or additional programming – your business ends up with exactly what it needs.

#3 Auto-Sync Gone are the days where you have

to wait for a daily automated synchronisation to refresh information between programs and databases. Once you are in the Cloud your data is updated and synched immediately between programs. This gives you more time to react to changes, or to prepare reports. It also lets you stay on top of important cases, clients, or trends. This faster response time means you can react more quickly and offer a higher level of service.

#4 Pay only for what you use Tired of paying for bloated

programs that are full of features you will never use? How about buying licenses for software to ensure that, in the rare case all of your staff needs to access the program at the same time they can? In the Cloud you only pay for access to the application you know you are going to use. On a per-user basis, cloud applications are much more affordable. If you need to add more users, merely add more users – it’s that easy.

#5 Seamless upgrades and scalability

Upgrading software (or hardware) on-site is an operation that requires the skill of a ninja and the patience of a saint. Instead of planning for downtime and holding focus

InTeReSTIng fACT: Morgan Stanley reports that the number of servers transitioning to public-cloud environments will grow 60% through 2013, while on-site server spending will decline by 8.6% over the next three years.

(Source: www.dabcc.com)

7

Nicholas Beames is CEO of astutepayroll.com, a technology company that helps recruitment and staffing organisations automate the management of their contingent workforce. RCSA members can go to www.astutepayroll.com and sign up for a free demo and trial.

http://www.dabcc.com

SEPTEMBER 2012 29


groups on execution and implementation, in the Cloud your applications are upgraded automatically – saving you and your company the time, expense, and headache of managing upgrades in the office.

What about when your business expands? Do you buy a bigger server, more desktops, or change your programming? With cloud applications, scalability is not a problem. Simply increase the number of users and the amount of data. Cloud applications can handle the influx of new business or users without a hitch, so you have nothing to worry about.

#6 Increased productivity and profitability

Less time and money spent on infrastructure, programming, maintenance, and synchronisation means a healthier bottom line for your company. Your staff can access programs from virtually anywhere and results are updated immediately – so you can get everything done more quickly. Additionally, programs that are hosted in the Cloud can be accessed more quickly, so there is less time spent waiting for applications to load.

#7 Focus on your business Instead of worrying about

infrastructure, upgrades, or software budgets, in the Cloud you will have more time to focus on growing and expanding your business. If you have issues, a customer service team is ready to help. You’ll find that you have more time to run your business, rather than fixing system issues or planning your next upgrade.

ConsiderationsBefore jumping into the deep end with

cloud applications, you need to factor in a few considerations to ensure that you end up with the “right” application for your business and that it is successfully integrated into your workflow. Failure to properly plan and integrate new applications can result in downtime and significant time spent getting staff up to speed. With proper planning you can significantly reduce or eliminate disruptions to your workflow.

Applications must be designed for your industry: there are many applications that may seem “about” right, but the last thing you want is to have to work with a program that isn’t quite what you need. Find a program specifically designed for your industry and you will get more benefits than with ones that almost work. Also look for applications that are designed to work together.

Ensure correct communication: it’s unlikely that one single application in the Cloud is going to solve your business needs, so you may need two, three, even four applications in order to run your business operations. However, unless all these applications can communicate effectively with each other you can run into inefficiencies.

Train your staff: although cloud applications are often more straightforward than complex, bloated, software programs, they still require training to use. Training your staff will help make the transition easier, as well as ensuring that each application is correctly employed for its intended use. Also ensure that your staff has access to the support they need, so they can get answers to their questions, quickly.

Choosing the best applicationThe ideal application is the one that works

best for your business. When considering an application (or group of applications), ask the following questions:• How closely will this application match

your business needs; is there one that will work better?

• Is the application easily scalable for added business and staff?

• Is there a training program, or access to training documentation?

• What type of customer service support can you expect, how quickly will they respond?

• How much scheduled/unscheduled downtime does the application typically experience?

• What security measures are in place? Are there redundancies in place for disaster recovery?

• What are the mobile abilities of the application? Can your staff access it via smartphone, iPhone or tablet?

• What are the reporting capabilities of the application? Can they be customised?Once you have weighed all the pros and

cons and have talked to the representatives of individual companies, take a few programs for a test drive to see which one gives you the best balance of functionality and usability. From here you can make an informed decision about the application that will work best for your business and begin working on an implementation plan.

ConclusionInstead of spending money on ageing

systems, bloated software programs, maintenance, repair, and expansions, focus on applications that can serve and streamline your company better. Cloud-based applications are faster, more efficient, and cost less. They give you more flexibility, scalability, and faster response times, as well as giving your staff the ability to access information anywhere, anytime. Moving your company to the Cloud can give you the leg up on your competition, and help you prepare to take your business to the next level.According to Forbes magazine:

“On average, IT executives report savings so far of at least 7% off their IT budgets for the next fiscal year.“

http://www.forbes.com/sites/joemckendrick/2012/04/30/cloud-could-cut-12-billion-from-us-government-annual-deficit-study/

30

ASSOCIATION NEWS

After 43 years’ involvement in the recruitment industry, Ross Fisher has recently retired from Fisher Recruitment. And, even though he’d probably rather be sailing, he’ll continue to serve the recruitment industry through his role as Chair of RecruitmentSuper until the end of the year, then continue as a director for another year.

Newcomers to the industry may not know that RecruitmentSuper was founded when Ross was the National President of the RCSA’s early incarnation, the NAPC. When occupational super became mandatory, the NAPC couldn’t find the right industry fund, so they started their own. Ross has been Chair since RecruitmentSuper was founded twenty years ago and under his guiding hand it has grown to a huge organisation with 445,000 members and $2 billion funds under management

“We’re delighted with the way it’s grown,” Ross says. “We have a great relationship with most employers; and we’ve made looking after their employees’ superannuation reasonably straightforward and convenient for them.”

Ross joined the recruitment industry as a consultant in 1969 and in 1973 sent up his own company, Fisher Recruitment. He built that company up over 35 years and has now sold part of it, given another small part to one of his employees, and his wife, Rosalyn Fisher, has retained the office services and financial services division which continues as Fisher Recruitment.

What was behind his decision to retire? “I’m 66 years old and we were at the stage of looking at leasing new premises so it seemed a very good time to make a decision. It was really as simple as that,” he says.

Ross is considering another two directorships “People tend to see you as a bit of a mentor. It’s a good way of keeping your hand in and sharing knowledge,” he says. But his future won’t be all work-related: “I’m quite heavily involved with the Royal Brighton Yacht Club. I’ve sailed for many years and I’m the Rear Commodore there. I’m also interested in classic motor cars, and I’m certainly going to do a little travelling, so there’s plenty on my plate,” he says.

In his time in the industry, Ross says the most momentous change he’s seen is in communication. “In the early days, everything had to be posted or delivered by hand and now we have the instant communciation thats available through the social media evolution.”

What advice would he give to industry newcomers? “Firstly you have to promote your own brand. It’s not good enough to rely on your employers to promote who you are: you have to do it yourself. And that can be done several ways of course, through a medium such as networking, Facebook or LinkedIn or other forms of active networking.

“But it’s also critically important for people to spend time personally becoming well-known within the industry sectors they work in. For example if you’re in the chemical area, go to chemical industry functions and become part of specialty industry groups. If you’re involved in commerce go to any of the larger business groups so that you promote your own brand and build an identity and a network,” he says.

“In the business we’re in, we really rely on one thing and that’s our reputation and the degree of trust we engender in people. For a consultant, it’s not good enough to sit around and hope your reputation develops. You’ve got to get out and develop it yourself. You have to be absolutely honest and make sure you have a reputation for faultless integrity – which quite often means doing what you don’t want to do and being truthful when it would be easier not to be truthful,” he adds.

Ross is a past President and Director of the RCSA and he has been a long-term industry spokesman for industrial and government relations, taxation, superannuation and ethics. He was instrumental in the formulation of the Code for Professional Conduct and is the current Chairperson of the Professional Practice Council. Ross was elevated to RCSA Life Membership in 2000 in recognition of his outstanding contribution and services to the recruitment industry.

He’s modest about his extraordinary contribution to our industry: “I have very much enjoyed my time in the industry. It has been kind to me and it has been kind to a lot of people. Some would say it’s getting harder: I don’t think it is, you just have to work a little differently in the current environment. It’s a wonderful industry to be in”.

Ross Fisher FRCSA (Life)life Member Profile

RCSA JOURNAl

SEPTEMBER 2012 31

The RCSA’s new Research Project – auditing our industryat the recent rcsa national conference, rcsa President lincoln crawley Frcsa announced the key project about to be undertaken on behalf of members – the rcsa’s new research Project.

“To date, there has been a lack of regular quality data available to us to promote our contribution accurately to government and business. In order to obtain an ascendancy in our lobbying and industry profiling, regular consistent and independently respected research is a critical starting point. We also know that, in order to arm you, our greatest promoters, with the ability to sell our professionalism, you need access to solid, credible and easy to explain data and reports,” Lincoln said.

This project has three key aspects for members and these three studies will be accompanied by a single comprehensive study of Australian “literature” on on-hire workers by leading labour market researcher, Mark Wooden of the University of Melbourne. This research will provide RCSA with an understanding of what quality research is currently available on the industry, the contributions we make, and the gaps that need to be filled by ongoing RCSA commissioned research. In short, this will be the first detailed audit of currently available research relating to the on-hire sector, and not before time.

1. Quarterly Activity Survey of RCSA Corporate members The first is a quarterly Activity Survey

of RCSA Corporate members designed to assess the contribution of the recruitment and on-hire industry to the economy, through an analysis of employment and placement trends. This will be a one or two question short survey commencing at the end of the first quarter of 2013. Information captured will assist you to benchmark your organisation against industry market conditions and to assist external stakeholders to make policy decisions based on past and forecast employment and placement data within the economy.

2. Annual RCSA Recruitment and On-Hire Provider CensusThe second is an annual RCSA Recruitment

and On-Hire Provider Census designed to provide members and external audiences with a profile of the industry in terms of its size, its range of services, methods and characteristics of engagement and the industry’s overall contribution to the economy. The first annual census will be conducted in August 2013, and will provide RCSA with the only genuine assessment of the industry for incorporation into submissions to government and stakeholders, lobbying and RCSA policy development.

3. Three-yearly Major Recruitment and On-Hire Research StudyThe third is a three yearly Major Recruitment

and On-Hire Research Study to provide members and external audiences with an unparalleled understanding of the experiences

and motivations of workers, candidates and client enterprises in their dealings with recruitment and on-hire service providers. This research will be conducted by a recognised academic name which will command attention in the market place. The first of these critical studies is scheduled to be conducted, in conjunction with the first annual census, in August 2013. Like the RMIT University research study, completed in 2004, data arising from this research will present government, industry and academics with unprecedented analysis of the tripartite working arrangements which are entered into by our industry.

This research will provide RCSA with the capacity to speak with authority on the motivations and experiences of workers, candidates and client enterprises. Through the completion of such research, on a regular basis, and with access to sources which are not available to any others, at the same level, RCSA will become the primary source for quality data.

Your participation is vital. Information gathered will be robust and fact-based argument, essential to acquire in the face of criticism which is unrelenting and which, as an industry, we must ultimately prove is unjustified. The research will be facilitated by an independent third party to ensure confidentiality. “I urge you to support the RCSA and participate when you receive the call to action from CEO Steve Granland,” Lincoln added.

ASSOCIATION NEWS

© 2011 FastTrack Pty Ltd

Can you be sure where you’re going?

Using a single integrated database speeds you through every process, simplifying activities and improving productivity.

Discover how FastTrack’s fully proven recruitment software solutions deliver the deep functionality you need.

Recruitment Software

From the start: Reliability. Performance. Success.

Call Now 1800 063 555

[email protected]

RCSA JOURNAL32

ASSOCIATION NEWS

Your clients come to you for a multitude of reasons, and they all want a quality outcome. Often, clients do not understand the technical requirements or the nuances of successful recruitment processes, so their own attempts can be unsatisfactory. As the professional they turn to, they expect you to achieve a better result than they can achieve themselves, and they are prepared to pay handsomely for that result. But is that quality being built into your processes?

As a service industry, success depends on your ability to deliver a successful outcome. While outcomes are the result of actions, the actions themselves should be seen as flexible; the desired outcome is often not. Stephen R Covey (author of The Seven Habits of Highly Effective People) once said that for their household chores, he instructed his children to keep the lawn “clean and green” rather than how to achieve that such as through mowing and raking. For recruitment, the way to achieve a quality and consistent outcome is by following a strong process while being mindful that clients will judge your success (or failure) on whether you deliver what they really need.

The risk is presumed to be a failed placement, but this is merely the result of the real risk: the quality of the information you rely on to make decisions. That means that your key operational risk is inaccurate or incomplete information about:• the client• the candidates• the role• the accuracy of your records.

Results of research suggest while some areas of information management are performing well, such as marketing and invoice management, others are doing poorly, particularly occupational health and safety.

Table 1: Percentage of Clients with Formal Procedures in…

Client Management 95%

Marketing 92%

Security 92%

Payroll and Invoice Management 91%

Staff Management 89%

Placement Management 87%

Documentation 83%

Customer Feedback 82%

Insurance and Risks 82%

Employment Screening 78%

Monitoring Procedures 74%

Occupational Health and Safety 52%

Source: Fathom Business Architects

Job orders: establishing your riskGaining the assignment and sourcing

candidates is the first step in the recruitment value chain. The key outcomes from your processes needs to be formal authority for you to represent the client, and commencement of active and passive candidate search tools. An informal authority, vague agreement from a client, or resume scattershot approach fails to achieve this goal.

Job descriptions need to be assessed, not only against industry best practice but also against the employer’s wants, needs, previous challenges and previous successes. There is no point in taking a job description as though it’s set in stone, then proceeding to fill it with a candidate with the same issues all the previous incumbents had. A typical example is where employers want a particular qualification for a role without understanding the differences in qualification types or levels. A standard procedure of asking clients why they want someone with a particular qualification or type of experience can help quickly uncover whether these are justified or were added without enough thought.

While establishing the client relationship and the role to be secured, the recruiter also establishes the amount of risk the recruitment firm takes on. A strong, explicit client agreement together with a specific, well-defined job description establishes the nature of the relationship and what you are agreeing to deliver. The agreement also demonstrates the recruitment consultant’s level of expertise and ability to guide the process from start to finish – a positive trait to show a client.

Building success through quality processes rigorous processes are the recruitment industry’s bricks-and-mortar, writes dianne gibert.

Dianne Gibert

SEPTEMBER 2012 33

ASSOCIATION NEWS

Candidate screening: remove the rose tinting

This stage is possibly the one where the biggest risk is “hidden in plain sight”. Recruiters already know that screening candidates takes more than just ensuring what a candidate tells you matches what a client tells you he or she wants. The core of the issue is the old adage: “trust but verify”. You need to confirm a candidate’s identity, qualifications, and right to work. Processes and tools are already established that can help with this expectation, such as the Australian Government’s 100-point identity check system. Knowing that the candidate answering your technical questions is the same candidate who turns up to the job means seeing that candidate in both instances. Even remote candidates can be interviewed face-to-face through video conferencing technologies, using nothing more elaborate than the webcam built into many phones and laptops.

The details on a resume or curriculum vitae must also be independently verified to ensure that they are accurate and correct. This needs to include the claimed academic qualifications, licenses, and professional references. Check with the issuing institutions, and search for the contact details online, rather than just relying on the candidate. The legitimacy of the institutions should also be verified to ensure that, for example, the qualification is not issued by a “diploma mill”. A checklist can help ensure all documents are satisfactory, such as by formalising a practice of sighting originals (or at least viewing certified documents), checking expiry dates on licences, cross-checking references, and lodging the checks in your information systems.

table 2: examples of independent checks

• Current police checks• Working with children checks• Character references• Current medical suitability• Google search

Perceptions of the candidate should also be objectively verified using psychological assessment tools. While these tools should not replace a structured interview, they are useful in alerting you to potential issues that may not otherwise be uncovered. The best psychological assessments are only available to psychologists, so be wary of tools that have no restrictions on use. These tools need to be properly interpreted, which is why tools with

no restrictions are often the lowest quality.Once a candidate shortlist is prepared,

you need to ensure that the candidates have a right to work in the country. For example, by sighting their birth certificate to make sure they’re a national, or their citizenship certificate or visa details. Australian recruiters can undertake a Visa Entitlement Verification Online (VEVO) check.

No candidate is perfect, so the purpose of a rigorous screening and shortlisting process is to uncover the true nature of the candidate. At the base level, the candidate must have a right to work, meet the minimum requirements for the role, and not have any black marks against them. To be a great placement, the candidate’s qualities must be quantified so that the scope and limits of those qualities are properly understood and catered for. The success of placement, and satisfaction of the client, rests on your ability to fully outline how candidates would fit client needs.

Relationship management: profitability rests on established clients

Recruiters are focused, by structures such as their KPIs, on sales and gaining new clients, so it’s not surprising that once a placement is made, quality seems to drop (see Table 1). Yet the real profitability of business comes not from running after prospects, but from selling repeat services to established clients. Clients already known to you, are warm to your calls, know what to expect and cost much less to sell a second, third, or ongoing service to. This is where follow-up to completed assignments are needed to elicit repeat business.

Keeping a client warm is all about after-sales service. Take, for example, the issuing of the invoice. The poor cousin of the sales function, people think of this back office activity almost as an afterthought. After all, you’ve made the sale, they owe you the money, so why get too fussed? Yet in credit management terms, the invoicing process is another selling opportunity – one that is wasted by many recruitment firms. Including a handwritten note by the consultant may mean the difference between the client feeling the relationship is over, and feeling that it’s just begun. Making such activities part of your standard process may shift your profitability into a new gear. And after clients have paid the invoice, it’s a great time to catch up to ask how they felt the process went for them and what improvements could be made.

Managed risk equals increased rewardEven with a great system in place to

manage your information collection and management, there are still risks inherent in recruitment services. Like information risks, service risks surround the key areas of client, candidate and role. As mentioned at the beginning of this article, when you are delivering on expectations rather than on activity, the question of managing service risk becomes easier. The question becomes about understanding what each client expects, his/her unique requirements, available resources, the influences on each job, and each candidate’s real past history so that judgements can be made about trustworthiness. Of course, commercial judgement must be taken to balance the risks against the potential costs of those risks, as well as the potential reward of the

assignment and lifetime value of the client. The value of managing these risks is

not merely to avoid the negative problems associated with a commercial failure, but also to improve the welcome possibility of further business.

As a recruiter, your clients’ perceptions of your success are directly linked to the rigorousness and quality of your processes. Clients may not see or understand what you do, but they always judge the results. Processes are service industry bricks-and-mortar: keep them strong.

Article by Dianne Gibert, the founder of Certex International and Fathom Business Architects, which has been the certification manager for the RCSA Service Delivery Standard since 2004. Dianne has more than 20 years experience as a management consultant specialising in quality management, corporate governance, and risk management. Dianne has an MBA and is a qualified lead auditor in quality, OHS and environmental management.Certex International is accredited through JAS-ANZ to provide certification services to the recruitment industry. If you have any questions about the RCSA standard or the ISO standards 9001, 4801 and 14001, please contact Dianne on 03 9585 8241 or email to [email protected].

Document Recruitment Procedures

Develop Recruitment

Policy

Evaluate Potential

Service Risks

Assess Specific

Service Risks

Define Specific

Approach

Implement Review

Candidate Client

Job

General Recruitment Policy

Approach for a Speci�c Recruitment Job

Implement the Approach

table 3

RCSA JOURNAL34

ASSOCIATION NEWS

Barry T Knight FRCSA (Life).

“Barry T” as he is affectionately known in the consulting industry, is the Principal of “Ysker”, a boutique, board appointment, executive search, management and leadership recruitment consulting organisation. He has been involved in the industry in both Australia and New Zealand for more than 35 years. Barry shares his story.

Following the damaging earthquakes of 4 September and 26 December 2010, our lovely old brick two-storey offices were due to be strengthened in early March 2011.

Given our heightened awareness of risk, we had also made the decision to move our server data back-up files to the cloud, and this was due to occur at close of business on 22 February last year. Consequently, we had our three back-up tapes (normally kept off site) on hand in readiness for the move.

Little did we know that everything was about to change. At around 12.50 pm on the afternoon of 22 February, the first of many large and destructive earthquakes

hit Christchurch with devastating effect. The old building shook violently, wall partitions splintered and glass exploded around us – our building began to break up. We were lucky to get out bruised and shocked but without any serious injuries (unlike those in the totally collapsed CTV building less than 200 metres away where 115 lives were lost).

The only possessions we managed to grab on the way out were our laptops – everything else, like our building, is now in the landfill. It was never possible to get even close to the building or the street again – located deep in the heart of the Christchurch “Red Zone”, the site is still off-limits today.

The loss of our server and the back-up tapes was devastating, more so than anything else. It really brought home to me just how totally reliant our industry is on technology to do business. Obviously, we also lost all our office equipment, and contents such as physical records and personal possessions, among them my library of more than two hundred business books, reference/conference files and memorabilia gathered over my 35 years in the recruitment industry. This included my treasured FRCSA (Life) certificate which had hung proudly on my office wall. To add insult to a bruised and battered body – my new car lay crushed in the collapsed adjacent car parking building! It felt like we were in a war zone!

For my Search business, like most of my industry colleagues engaged in all facets of recruitment and consulting in the city, business effectively stopped dead in its tracks as both businesses and people focused firstly on survival, and, very slowly as the months passed and as water, sewerage and power was progressively restored, into recovery mode. Everything was placed on indefinite hold. The result? No business for Ysker from 22 February until late August 2011.

The scramble for new premises was such that within 24 hours of the first quake, all available office space still standing was fully leased: in fact there was a bidding war to win available space! I finally moved into my new premises on 16 January of this year – after

11 months. What joy to have the luxury of an office facility once again!

Many people are not really aware of the devastating and long-term effects of such a major disaster – so, to put just a few facts into perspective and remembering that Christchurch has a population of less than 400,000 people:• The main quake on 22 February 2011

was four times more powerful than the Japanese quake in terms of ground acceleration. (Unfortunately, they also had the tidal wave and nuclear disaster to cope with and devastation was much greater)

• Given the extremely shallow depth and proximity to the city, the force was between 1.5 and 2 “G’s” (i.e. x the force of gravity) which meant the sideways ground movement was between 1.8 and 2.3 metres every shake, in addition the ground moved simultaneously up and down (trampoline effect)

• This meant that the tall buildings swayed between four and five metres at the top

• It still hasn’t stopped! There have now been over 11,900 shakes since 4 September 2010

• 3,000 businesses were displaced from the CBD

• 1,575 CBD building demolitions are to be done (many of them high rise) – over 80per cent of our CBD!

• 1,233 have been completed to date• 952 buildings – fate is yet to be decided• 8,000 homes to be demolished• 28,000 homes to be dismantled,

have new foundations and rebuilt• 130,000 homes to be repaired – every

home in Christchurch has some damage!• This is the third largest insurance event in

the world: 385,000 claims – some multiple• Another eight years to settle all claims

(imagine your life on hold for that long!) • It is a 15-20 year rebuild• $30 billion estimated cost of infrastructure

damage• 1,100 km of stormwater pipe/replace/repair• 1,600 km of wastewater pipe/replace/repair• Thousands of kilometres of roads to be

rebuilt/bridges replaced

The fall and rise of Christchurch

life Member Profile

SEPTEMBER 2012 35

ASSOCIATION NEWS

• Sixty years’ equivalent of normal repair/replacement

• Eighty churches demolished• Eighty per cent of all petrol stations down

for 6+ months – still twenty per cent• Three of five ambulance stations destroyed• 879 hospital rooms damaged• Hotels: 4,500 rooms pre-quakes – only 979

currently (6 top hotels have been/are being demolished)

• Tennis, hockey, rugby stadium and major QE11 sports complexes destroyed.

The rise of the city • 20,000 (estimated) extra tradespeople are

required for the rebuild• Support and infrastructure require resourcing • New CBD blueprint released• Smaller CBD surrounded by Green Frame

and river• Maximum building height eight storeys• 842 properties to be compulsorily acquired

to make this happen (more demolition!)• Christchurch will be a new city comprised

of precincts• Five to seven year time frame for new anchor

projects – convention centre, new bus/transport interchange, new public library, metro sports hub and multipurpose 35,000 seat indoor stadium

• New residential suburbs to be created.While we still have some massive challenges to

overcome (not the least the psychological impact on people) and there are many lessons to be both learned and shared (that is another story in itself), from every disaster comes opportunity.

Fortunately, in my own case, business levels between September 2011 and 31 March 2012 were such that revenues and profitability actually ended up line ball with the previous year – many were not so lucky.

The new reality for Christchurch is that it has an exciting high growth future ahead of it for many years to come – growth and development unlike anything we have seen before!

Note: RCSA replaced Barry’s Life Member Certificate.

Don’t wait for slow-paying customers.

Get your invoices paid in 24 hours.*

*up to 80% of the invoice value

Oxford Funding’s tailored cash flow solutions provide recruitment and labour hire businesses with a reliable way to meet seasonal demands and staff payroll obligations, without having to mortgage property or abide by restrictive lending covenants.

Part of the Bendigo and Adelaide Bank Group, Oxford Funding offers the secure financial backing of a reputable bank, combined with an independent credit assessment team who understands the distinct cash flow needs of your industry.

To find out more, call 1800 850 509 or visit www.oxfordfunding.com.au/rcsa.html.

Proudly par t of

Oxford Funding Pty. Ltd. ABN 72 065 663 176. Subsidiary of Bendigo and Adelaide Bank Limited. ABN 11 068 049 178. AFSL 237879.

RCSA JOURNAL36

ASSOCIATION NEWS

Shaun Hughston APRCSA, President AMRANZ, reports: Positive associations: many of us may have negative associations with our competitors, and medical recruitment in particular is a small, very competitive industry. When we compete for a job, or a candidate there is usually only one winner – and a bunch of losers.

Considering that we’re all in a losing position from time to time, how is it that so many of us can fill a room without the knives coming out? How can it possibly be that a couple of weeks ago, we had the greatest attendance at a members meeting, ever? Perhaps there are a few reasons ...

We have common problems. The feedback I get from many members after meetings is that they feel relieved to hear that they are “not the only one”. AMRANZ gives us an avenue to address these common issues in an organised way.

Other people know stuff we don’t. Whether it is shared knowledge from fellow members, or from external presenters, there is so much information that you can take away from a member’s meeting. Maybe not all of it is relevant to your own business, but it is sometimes good to peek over the neighbour’s fence to see what they are doing too.

Networking isn’t just an IT term. Talking, interfacing, conversing, chatting, arguing, and agreeing. We can form connections to real people that might just end up in alliances, new animosities, and cross some of the commercial boundaries of competitiveness.

We can’t handle everything on our own. There are some issues that are just too big for most agencies to spend time on independently. So, we split these up into little pieces, and let the AMRANZ Council members deal with them, as custodians for the members’ concerns and inputs.

A sense of belonging. It feels good to be part of a team. The direction the Council and I intend to take this team in is towards a well-respected, highly ethical industry. It will have its own code, mission, and values – which will reflect the principles of our members – and provide a benchmark for new members.

It makes life easier. Being part of RCSA/AMRANZ isn’t free. Nor should it be. In exchange for your membership dues, being a member should make life easier. You have access to great membership resources, industry-leading advice, and also share the result of financial support from the RCSA to AMRANZ for managing issues important to the industry.

We’re part of the greater good. Perhaps the final reason that we are a cohesive group, despite our competitiveness, is that we want to help the health system. So much time, and the requisite blood, sweat and tears from our members goes into putting in that bit extra to make sure that the GP starts on time, or the paeds registrar is replaced at the last minute. It all makes a difference.

That being said, you’re provided with very nice finger food at the members meetings – i.e. there are no knives at hand. If this ever changes, I’ll be wary – I think the President is always the first to go!

Special Interest GroupsANR AAMR ANz

ANRA Industry Forum – Workforce Planning for the Future Health of Australia

A Convergence in Care is moving the economics

of healthcare in Australia toward a new approach, a

patient-centred care model delivered by a competent

and flexible workforce.

On 17 August in Sydney ANRA hosted its inaugural

industry forum, Workforce Planning for the Future

Health of Australia. Attendees heard from industry

and keynote speakers Mark Cormack (CEO Health

Workforce Australia), Kathy Baker (Co-President

Australian College of Nursing), Kirsty Woyzbun

(Assistant Director, Australian Workforce and

Productivity Agency), Margaret Scott OAM and

Nigel Woolford.

Each examined the trends influencing and leading

the direction of nursing and the convergence in care

and the demands placed on healthcare staffing

agencies, noting the skills and competency required

of nurses and care workers as among the most in

demand, with healthcare workers now comprising

the fastest growing employment sector in Australia1.

The themes of education and retention were

identified as key challenges for the healthcare sector

which experiences some of the lowest levels of

retention among its professional staff.

“If we are to maintain a world class healthcare system

in Australia, the healthcare industry must identify

ways to better retain and incentivise its people given

we invest such a substantial amount of time and effort

to develop these skills, ” said Alan Bell, ANRA Chair.

Australia’s ageing population and the trend to stay

in the home for care longer are key features in driving

demand. The trend toward early hospital discharge

raises issues for health staff addressing the risks,

preventive care and improving chronic care services

in the home. Greater accuracy, complexity and

chronicity of patients will require an increased

competency of the workforce in the home or through

technology such as remote patient monitoring.

Presenters scrutinised the ever increasing and

complex demands driving the transformation in

the care model and the demand for an expanding

flexible workforce. Global and local health reform

such as “living longer, living better” as well as funding

models such as CDC and trial programs support

evidence that a convergence of patient-centred

SEPTEMBER 2012 37

ASSOCIATION NEWS

ANR A

NT UpdateNorthern exposure – Alison Hucks FRCSA, CAHRI, Principal, Avant Pty Ltd, NT.

Any month without an “r” is

considered the “Dry” season in

the Top End. The Dry means

picture perfect, sunny days

with low humidity and pleasant

temperatures. In Darwin, the

Dry season is hectic on many

levels – social, sporting, cultural,

business and even political with

the NT government elections.

Everyone maximises their time

in this enjoyable climate before

“the wet” season.

The recruitment industry in

the NT is particularly busy in the

Dry season, and this year is no

exception. It was wonderful to

see the strong attendance by

Northern Territory RCSA

members at the inaugural

Recruitment Industry Round

Table on 25 July – the first of

what is hoped to be many.

The Recruitment Industry

Round Table is the brainchild

of RCSA CEO Steve Granland.

Its primary goal is to strengthen

the relationship between our

industry and government to

have our collective voice heard

in critical matters, not only our

respective businesses and our

clients’ businesses, but also on

matters that can affect our

economy such as workforce

planning and immigration.

Hosted by the Northern

Territory Government

Department of Business and

Employment, and chaired by

Mary Martin, Director Workforce

Growth NT/Skilled Migration

(Department of Business and

Employment), the Round Table

was attended by both Steve

Granland and Denis Dadds,

RCSA QLD/NT Council

President. It covered a wide

range of topics which the NT

RCSA members had put forward,

including:

• Stronger ties with NT

Government so they seek our

counsel as a peak industry body

• Strategic plan to help build the

NT RCSA profile

• Skill shortages:

– from the recruitment

sector’s perspective

– NT Government actions

Round Table action items include:

• explanation of greater

participation by industry

members in employer

workforce planning statistics

• NT RCSA strategy and

business plan program

• NT RCSA presentation with

NT Government HR directors

• to explore potential for

working holiday visa holders

to do three months’ work in

remote communities as a

means to extend their visa for

a further 12 months, and

• explore the potential for

biannual Round Table.

The Round Table was a terrific

vehicle to highlight our industry

to government, to demonstrate

our contribution to the NT

economy and our profession,

and to highlight that as

members of the RCSA we are a

voice that needs to be not just

heard, but actively listened to.

anraAssociation of NursingRecruitment Agencies

care provided by a flexible

workforce is essential for

the future health of Australia.

In July 2014, a National

Disability Insurance Scheme

will realise a patient-centred

model of care. ANRA is

currently recruiting members

to participate on the NDIS

Working Group to identify the

issues and opportunities this

new scheme and model for

care will offer healthcare

recruitment agencies. Please

email the ANRA Secretariat

to register your interest:

[email protected]

1. AWPA discussion paper.

RCSA JOURNAL38

ASSOCIATION NEWS

RCSA Partners and Premium SupportersThe RCSA Supporters Program, launched in November 2010, provides a tangible and strong connection to the recruitment industry. Becoming a RCSA Supporter sends a message of commitment to the recruitment industry to your existing and prospective clients. You can use the RCSA Supporter program to expand your profile, grow networks and

improve business opportunities with the recruitment, on-hire and workforce consulting sector.

The RCSA is proud to welcome the organisations listed below to the Supporters Program, led by Principal Partner RecruitmentSuper and Business Partner OAMPS Insurance Brokers Ltd.

For information about joining the RCSA Supporters Program, contact Julie Morrison, RCSA Manager Marketing & Communications, Telephone +61 3 9663 0555 or email [email protected]

MyCareer.com.auRCSA Premium Supporter

MyCareer.com.au is a leading provider of job search and employment opportunities in Australia. Search for jobs by location, job sector, industry or salary to find your dream job. Mission: At MyCareer.com.au we’re focused on providing a more personalised job search experience to help connect the right people with the right jobs. Company overview: As part of the Fairfax Employment Network, MyCareer.com.au offers a suite of employment products across print, online and mobile.

WorkProRCSA Premium Supporter

WorkPro is a simple web-based pre-employment screening solution that assists organisations to get their employees and job seekers “work-ready”. WorkPro centralises key compliance-related processes including a course library of work health and safety inductions, an instant national criminal check service and an integrated visa check. We also provide the option to tailor and customise the program, including uploading your own content to deliver a relevant and engaging screening program.

Recruitment SystemsRCSA Premium Supporter

Recruitment Systems has been building and supplying a specialist CRM for recruiters since 2001. TRIS is used by over 300 companies in 20 countries, and we have a client retention rate of well over 95 per cent. We are recruiters who are passionate about recruitment – and recruitment done well can be the most rewarding profession in the world. The philosophy of TRIS is simple: 1. Eliminate all unnecessary process 2. Automate as much of the remaining process as possible 3. Which leaves the recruiter to do what recruiters do well – match the “soft” qualities of candidates to the real requirements of clients.

RCSA SuPPoRTER PRoFILES

RCSA Premium Supporter & Principal PartnerRecruitmentSuper

RCSA Premium Supporter & Business PartnerOAMPS Insurance Brokers Ltd

RCSA Premium Supportersastutepayroll.comCareerOneFastTrack Pty LtdLearning Seat Pty LtdMyCareerPendragon ManagementRecruitment Systems Pty LtdScottish Pacific BenchmarkWorkPro

RCSA Supporters Absolute Immigration ServicesAdvertiser Newspapers Pty LimitedAllianz Finance Pty Limited AltusQAyers Management Pty LtdBank of QueenslandBibby Financial Services Australia Pty Ltd

Blaze AdvertisingBULLHORNConference ActionConsortio Pty LimitedCXC Global – Head OfficeDingu BlueEASI Management Services Group Pty LtdExecucon Pty LtdFathom Business ArchitectsFCB Group FragomenGeoffrey Nathan Consulting IncGlimme r Management ConsultantsGlobal Virtual Supply Pty LtdGreenBizCheckHart Consulting GroupHHMC Australia Pty LimitedHRO2 Research Pty LtdIProfileIT EasyJobmart Australia Pty LtdJob CapitalJobServe LimitedJXT ConsultingKandula Pty Ltd

Lander & Rogers LawyersLester AssociatesLexin Technologies Pty LtdLifestyle CareersLinkMe Pty LtdLipman JamesLogicalis Australia Pty LtdMatheson PublishingMECA NSW Pty LtdMemberBenefits Pty LtdMindset GroupNewsLocalNext Telecom Pty LtdNFC GlobalNMIT – Preston Campus – BECOnetest Pty LtdOxford FundingPerry Watson DesignProfiles InternationalQualSearchQuinntessential Marketing Consulting Pty LtdRecruitAdvantageRedmosRigzoneSage MicrOpay Pty LtdSavage Seminars

Saxton Corporation Pty LtdSDP Solutions Pty Ltd Selectus Pty LtdSGMC Australia Pty LtdSkillcheck Pacific Pty LtdThe Canberra TimesThe RIB ReportThis Planet Pty LtdVerify Holdings Australia Pty LtdVoyager Software (Australia) Pty LtdWorkdesk Recruitment Software

NZ RCSA SupportersEEO Trust – Equal Employment Opportunities Trust Employment TodayFirst Business Connects LimitedHuman Resources Institute of New Zealand – HRII2I Insurance Brokers LtdJobs.co.nzSecured Signing LtdThe Dominion Post The Omnia Group Ltd The Press

SEPTEMBER 2012 39

MyCareer your multi-media partner, focused on helping you source the right candidate. Put the right person in the right job more often. So make your fi rst move a visit to mycareer.com.au

Or a network thathelps you find theperfect candidate.

The sameold search.

It’s your move.

Annual General MeetingMembers are reminded that the Annual General Meeting of the Recruitment and Consulting Services Association will be held on 29 November 2012 at the RCSA Sydney Office, Level 6, 17 Castlereagh Street, Sydney.

PEARL Mentoring Program UpdateSeparate induction sessions have been

carried out for mentors and mentees in

all regions. Matching has also taken place

– carried out by the respective RCSA state

committees. In all, there are more than

one hundred Australian participants

actively involved in this program with

22 in New Zealand.

The RCSA specially thanks Vanessa

Fudge (NSW), Chris Barlow (VIC), Sonya

Trau (QLD), Akram Sabbagh (WA) and

Ben Marris (NZ) of AltusQ for their support

in getting the program up and running.

The RCSA recently conducted the

“quarterly reviews” to give the mentees

and mentors the opportunity to receive

and give feedback about their experience

so far.

In the mediaIn the last quarter, the RCSA achieved premium coverage with articles in The Australian, The Australian Financial Review and Shortlist.

Media releases• RCSA Conference keynote says collaboration

is the new competitive advantage • RCSA – jobs up for auction not the way to go • RCSA Award Winners announced at Gala Ball• RCSA Conference keynote to serve up a

recruitment ‘reality check’• RCSA Issues Paper Flexible Work • Workforce flexibility crucial to economic

growth, RCSA paper • Greg Savage FRCSA (Life) to share Firebrand

strategy at RCSA Conference• ABS data confirms 78% on-hired workers

see positive benefits • Underwood says time to practise what

we preach• Crisis, collapse, revolution, change what does

it take to win tomorrow’s war for talent • Employers of Temporary Labour Found by

Workplace Regulator to be Leading the Way • Territory Recruitment Industry to host RCSA

Round Table • RCSA keynote speaker the only civilian on

Chief of Navy People Committee

Media coverage• Get WHS compliance arrangements in writing,

recruiters told (Shortlist)• RCSA slams candidate auction website

(Shortlist)• ACTU accuses labour hire sector of not seeking

local candidates ahead of 457s (Shortlist)• Bayside recognised at RCSA awards (Shortlist)• RCSA breakfast speaker to discuss the value of

Solution Selling (Shortlist)

• Commission structures under scrutiny (Shortlist)• Recruitment slips down employers’ priority

lists, Sage (Shortlist)• Right Management speaker to deliver a

recruitment reality check (Shortlist)• Time to rethink get worker to mines (Australian

Financial Review)• Secure work campaign motivated by

concerns about union relevance, RCSA advisor (Shortlist)

• Social media recruitment more than just strategy (Shortlist)

• RCSA Consultant Forum (Shortlist)• Succeed in a slow market without dropping

fees- recruitment trainer (Shortlist)• How to make social media recruitment

profitable (Shortlist)• Recruitment firm loses $20k in fake contractor

scam (Shortlist)• RCSA Sydney breakfast venue change (Shortlist)• ABS data shows most labour hire workers

happy – RCSA (Shortlist)• Recruiters can help clients cope with big

changes ahead (Shortlist)• FWO clerical campaign finds high level of

compliance among recruiters (Shortlist)• Tender traps, restraint periods and fee disputes

(Shortlist)• Emerging paradigm based on sharing

(The Australian)• CEO interview (FM Radio Darwin)• Good leaders encourage flexible work,

says leadership consultant • Strategies for recruiters in social media

disputes (Shortlist).

RCSA JOURNAL40

ASSOCIATION NEWS

Consistent change, however, takes its toll on people. Have you even stopped to think about the people having to enact and mobilise the changes you have made? Most will tell you all is going well. The reality, though, is that most people leaders struggle to get the engagement needed. While there may be several reasons for this, a key reason is that we all deal with change differently – it is a psychological process and a journey.

Change agility and resilience have become imperative tools and strategies for all people leaders to understand in our dynamic business environment. To lead teams to get the desired outcomes, leaders need to know how they and others respond to change and build personal resilience. Communication becomes heightened during change, as does trust, but these often don’t flow and can become lost in the change. Change requires a strong leadership capability. Leaders feel empowered when they understand and have the capability to lead and support teams through change. This reminds me of the ancient Chinese Proverb: “When the wind of change blows, some build walls, others build windmills”.

A critical leadership skill during times of change is facilitating career conversations. How often do you sit down with your team individually and talk openly and honestly about their careers and future? These are not always easy conversations and can be especially tough if you don’t have room for their perceived growth, promotion, and desired salary increase!

Of course, money isn’t the only motivator. To retain top talent, you need to create a workforce that is proactive and engaging with employee needs, and therefore make the most of opportunities within your organisation. “Career conversations” are happening all the time and all over the workplace – informally and formally – we just don’t recognise them or use the information to our advantage or appropriately.

Relationships between leader and follower or manager and consultant are imperative for great results and good tenure. Times have changed, generation and cultural differences are real. Having your talent in the right seat on your bus is equally as important as having them on the

bus in the first place. Conversations often bring out the best in individuals, and when “it’s all about me” there is no doubt that they will let you know what they think and how they feel. Having the conversations and asking the right questions will give you vital information. Confidence in having tough career conversations along with awareness of how to handle tough issues and people development all result in a productive workplace.

Times are changing. Its time for strong leadership and open conversations.

Connecting with your staff – Effective career conversations (Half day: 8.15am registration, 8.30am–12.30pm workshop)• Sydney: Tuesday 20 November• Brisbane: Wednesday 21 November• Melbourne: Tuesday 27 November.

Resilience, Change & Leadership (Full day: 8.45am registration, 9am–4.30pm workshop)• Brisbane: Tuesday 4 December• Sydney: Wednesday 5 December• Melbourne: Thursday 6 December.

Bookings: www.rcsa.com.au

Resilience, Change & Leadership

Special Event

As 2012 rolls on, so does the pace and amount of change in business: organisational restructures, technological advancements, new products and service lines, and doing more with less! However, it’s not just the big changes that take months to implement. Business is characterised by consistent small changes driven by strategy, individuals or teams.

Deborah Wilson, Executive Director Client Development, Trevor-Roberts Associates, career architects

SEPTEMBER 2012 41

ASSOCIATION NEWS

RCSA Premium Supporter & Principal Partner

RCSA Premium Supporter & Business Partner

RCSA Board, Life Members and Fellows*

RCSA AuSTRALIA AND NEW zEALANDPO Box 18028, Collins Street East, VIC 8003 Australia

Toll free Aus: 1300 727 504

Toll free NZ: 0800 448 299

fax: 61 3 9663 5099

Email: [email protected] Website: www.rcsa.com.au

Not a RCSA Member?To find out more about

Individual or Corporate membership or becoming a Supporter,

call +61 3 9663 0555

RCSA Board PresidentLincoln Crawley FRCSA

Vice PresidentsRobert van Stokrom FRCSA

Helen Olivier FRCSA

DirectorsDenis Dadds FRCSA

Matthew McArthur FRCSA (Life)

Jacqui Barratt FRCSA

Peter Langford FRCSA

Bruce Ranken FRCSA

Steve Heather MRCSA

Alan Bell FRCSA

Matthew Hobby FRCSA

RCSA Life Fellows Pauline Ashleigh-Marum FRCSA (Life)Jim Bailey FRCSA (Life)Robert Blanche FRCSA (Life)Dorothy Caldicott FRCSA (Life)Mike Carroll FRCSA (Life)Nanette Carroll FRCSA (Life)Jane Fanselow FRCSA (Life)Ross Fisher FRCSA (Life)Peter Gleeson FRCSA (Life)Larry Grima FRCSA (Life)Michael Hall FRCSA (Life)Sue Healy FRCSA (Life)Kris Hope-Cross FRCSA (Life)Malcolm Jackman FRCSA (Life)Graham Jenkins FRCSA (Life)Dawne Kelleher FRCSA (Life)Barry T Knight FRCSA (Life)Roger Lampen FRCSA (Life)Ruth Levinsohn FRCSA (Life)Reg Maxwell FRCSA (Life)

John McArthur FRCSA (Life)Matthew McArthur FRCSA (Life)Sylvia Moreno FRCSA (Life)E. Leigh Olson FRCSA (Life)V John Plummer FRCSA (Life)John Plummer FRCSA (Life)Wendy Rae FRCSA (Life)Beryl Rowan FRCSA (Life)Julie Sattler OAM FRCSA (Life)Greg Savage FRCSA (Life)Rosemary Scott FRCSA (Life)David Shave FRCSA (Life)Kim Shearn FRCSA (Life)Stephen Shepherd FRCSA (Life)Geoff Slade FRCSA (Life)Kaye Strain FRCSA (Life)Jean Tait FRCSA (Life)Rodney Troian FRCSA (Life)Janet Vallino FRCSA (Life)Paul Veith FRCSA (Life)Hugh Whan FRCSA (Life)John K Williams FRCSA (Life)George Zammit FRCSA (Life)

RCSA Fellows Julian Azzopardi FRCSAJacqui Barratt FRCSA

Nicholas Beames FRCSAJane Beaumont FRCSAAlan Bell FRCSAVictoria Bethlehem FRCSAKevin Blogg FRCSALisa Bousfield FRCSANicky Brunning FRCSASandra Chiles FRCSARoss Clennett FRCSAMichael Close FRCSALincoln Crawley FRCSA

Christine Crowe FRCSADenis Dadds FRCSABill Dalby FRCSAJames T de Berg FRCSAPam Dew FRCSACharlie Duncan FRCSAJason Elias FRCSAChelsea Forster FRCSAKen Fowler FRCSANorm Geist FRCSAAngela Giacoumis FRCSATony Greaves FRCSAAllison Guy-Ritchie FRCSAIan Hamilton FRCSAMichael Hannaford FRCSANick Hays FRCSAJennifer Hobbs FRCSAMatthew Hobby FRCSASteve Hoggett FRCSAAlison Hucks FRCSAPhil Isard FRCSATim James FRCSALinda Kemp FRCSAMaria Kourtesis FRCSAPeter Langford FRCSAColin Levander FRCSADes Linehan FRCSAGaynor Lowndes FRCSAIan McPherson FRCSAAnnie Milne FRCSATracy Morgan FRCSAStephen Noble FRCSAHelen Olivier FRCSAKathie O’Malley FRCSAPenny Perkins FRCSAStephen Porter FRCSABruce Ranken FRCSA

Tony Ricketts FRCSA

Scott Roberts FRCSA

Sophie Robertson FRCSA

Deborah Ross FRCSA

Courtney Rowe FRCSA

Lee-Martin Seymour FRCSA

Ian R Stacy FRCSA

David Styles FRCSA

Lyn Tanner FRCSA

Corrine Taylor FRCSA

Scott Thomas FRCSA

Gayleen Toll FRCSA

Nicole Underwood FRCSA

Rosemary Urbon FRCSA

Scott Van Heurck FRCSA

Robert van Stokrom FRCSA

Craig Watson FRCSA

Paula Watts FRCSA

John Wilson FRCSA

RCSA Honorary Fellows Hillard McMullen Hon FRCSA

Julie Mills Hon FRCSA (Life)

Joan Page Hon FRCSA (Life)

Malcolm Riddell Hon FRCSA (Life)

Reg Shields Hon FRCSA

Jill Skafer Hon FRCSA

Andrew Wood Hon FRCSA (Life)

* Correct at time of printing.

RCSA JOURNAL42

ASSOCIATION NEWS

2012 RCSA CPE & Events CalendarDate City Type Event Name

All year Online Certificate Certificate in Recruitment & Selection

All year Online Certificate Certificate in Work Health and Safety (On-hired Worker Services)

Multiple Dates Auckland Certificate New Zealand RCSA Recruitment Consulting

Certificate (PEARL)

Multiple Dates Christchurch Certificate New Zealand RCSA Recruitment Consulting

Certificate (PEARL)

Multiple Dates Wellington Certificate New Zealand RCSA Recruitment Consulting

Certificate (PEARL)

Multiple Dates Brisbane Certificate RCSA Recruitment Consulting Certificate

(PEARL)

Multiple Dates Melbourne Certificate RCSA Recruitment Consulting Certificate

(PEARL)

Multiple Dates Sydney Certificate RCSA Recruitment Consulting Certificate

(PEARL)

Multiple Dates Perth Certificate RCSA Recruitment Consulting Certificate

(PEARL)

3-Oct Online Webinar CPE Webinar, Driving Revenue Through Customer Loyalty

9-Oct Brisbane Workshop Brisbane Workshop, Recruitment 3.0 – are you ready?

10-Oct Sydney Workshop Sydney Workshop, Recruitment 3.0 – are you ready?

11-Oct Melbourne Workshop Melbourne Workshop, Recruitment 3.0 – are you ready?

12-Oct Brisbane Workshop Brisbane Workshop, Introduction to Recruitment Consulting

12-Oct Melbourne Workshop Melbourne Workshop, Introduction to Recruitment Consulting

12-Oct Sydney Workshop Sydney Workshop, Introduction to Recruitment Consulting

16-Oct Wellington Workshop Wellington Workshop, Introduction to Recruitment Consulting

17-Oct Wellington Workshop Wellington Workshop, Interviewing Essentials

18-Oct Wellington Workshop Wellington Workshop, Sales and Marketing from the Desk

23-Oct Online WebinarBusiness Solutions Webinar, Drafting Policies and Procedures – avoid the proverbial rabbit

hole

24-Oct Sydney Workshop Sydney Temp Desk Masterclass

25-Oct Brisbane Workshop Brisbane Temp Desk Masterclass

Date City Type Event Name

30-Oct Sydney Workshop Sydney Leadership Masterclass

31-Oct Perth Workshop Perth Temp Desk Masterclass

1-Nov Adelaide Workshop Adelaide Temp Desk Masterclass

2-Nov Melbourne Workshop Melbourne Temp Desk Masterclass

6-Nov Christchurch Workshop Christchurch Workshop, Introduction to Recruitment Consulting

7-Nov Christchurch Workshop Christchurch Workshop, Interviewing Essentials

8-Nov Christchurch Workshop Christchurch Workshop, Sales and Marketing from the Desk

8-Nov Perth Workshop Perth Workshop, Recruitment 3.0 – are you ready?

9-Nov Adelaide Workshop Adelaide Workshop, Recruitment 3.0 – are you ready?

9-Nov Brisbane Workshop Brisbane Workshop, Introduction to Recruitment Consulting

9-Nov Melbourne Workshop Melbourne Workshop, Introduction to Recruitment Consulting

9-Nov Sydney Workshop Sydney Workshop, Introduction to Recruitment Consulting

13-Nov Online Webinar CPE Webinar, Becoming a Trusted Advisor

16-Nov Brisbane Workshop Brisbane Workshop, Interviewing Essentials

16-Nov Melbourne Workshop Melbourne Workshop, Interviewing Essentials

16-Nov Sydney Workshop Sydney Workshop, Interviewing Essential

21-Nov Auckland Workshop Auckland Workshop, Introduction to Recruitment Consulting

22-Nov Auckland Workshop Auckland Workshop, Interviewing Essentials

23-Nov Auckland Workshop Auckland Workshop, Sales and Marketing from the Desk

23-Nov Brisbane Workshop Brisbane Workshop, Sales and Marketing from the Desk

23-Nov Melbourne Workshop Melbourne Workshop, Sales & Marketing from the Desk

23-Nov Sydney Workshop Sydney Workshop, Sales & Marketing from the Desk

4-Dec Online WebinarBusiness Solutions Webinar, Keeping auditing simple – an easy introduction to conducting

internal audits

Advertise in the RCSA JournalYou can reach owners, managers and consultants in the recruitment industry

across Australia and New Zealand through the RCSA Journal. Contact Julie Morrison, RCSA Manager Marketing & Communications for information:

[email protected] or call +61 3 9663 0555

RCSARESEARCHCENTRE

Your most valuable asset is your ability to earn an income. It makes sense to protect it.

Income protection is generally tax deductible and is designed to ensure that you can continue to pay the mortgage, put food on the table and carry on financially until you return to work.

We will make sure you have the right cover with the most competitive premium possible.

For an obligation free quote call OAMPS today

Protecting what matters most to you.

1800 466 842oamps.com.au/lifesolutions

Closer to clients Closer to communities®OAMPS Life Solutions ABN 67 074 697 537 AFSL 238318 - Ref: 0276

0276 - Ad RCSA OLS Income Protection.indd 1 31/01/12 10:10 AM

.

WorkDESK is for Consultants, Managers, Payroll and Support staff

WorkDESK Recruitment Software

With business confidence patchy, WorkDESK users can be confident that their software will help them take full advantage of every available opportunity.

WorkDESK software is the complete solution – Candidates, Clients, Job Orders, Payroll and Billing, CRM, Search, Scanning, Outlook integration, SMS Text

Messaging, Marketing, General, Debtors and Creditors Ledgers (and much more)

Try WorkDESK yourself - order your free demo pack today.FreeCall 1800 777 004 (in Australia) FreeCall 0800 445 885 (in New Zealand) Email [email protected]

www.workdesk.com.au

our

yearth

Documents

RCSA Journal September 2012