Page 1

RCSAJournal Australia & New Zealand | Winter 2017

Winter Ball Wonderland PRINTPOST APPROVED PP100021693



Talk Talktotothe therecruitment recruitmentindustry industryspecialist, specialist,Kinetic KineticSuper Super about aboutaatailored tailoredsolution solutionfor foryour yourbusiness businesstoday. today. Call CallPhil PhilSeubert Seuberton on02 028273 82731399 1399oror visit findout outmore. more. Product Product issued issued byby Kinetic Kinetic Superannuation Superannuation Ltd. Ltd. Call Call usus onon 1300 1300 304 304 000 000 oror visit visit forfor aa PDS PDS toto consider consider if itif is it is appropriate appropriate forfor you. you.


EDITORIAL 4 From the President: Robert van Stokrom FRCSA


5 CEO’s Message: Charles Cameron

CELEBRATION 6 Winter Ball & Industry Awards: RCSA recognises excellence in recruitment

COMMENTARY 14 New Zealand update: John Harland FRCSA 16 2017 RCSA International Conference: Full Program announcement 18 Measuring excellence in staffing, MSP and VMS


Winter Ball & Industry Awards

19 Risky business: Implementing an effective risk management framework 20 Celebrating 25 super years supporting the recruitment industry 22 You’re on the right wrong track: Amy Towers 23 Bad debts – a placement is not a sale until you’ve been paid: RCSA Insurance 24 Marketing budget as a percentage of gross Profit – Are times changing again?



30 Welcome to our new Corporate Members 30 Life Member and Fellows 31 CPD Calendar




From the President

Welcome to the Winter edition of the RCSA Journal. June has been a special month for RCSA in which we’ve celebrated the achievements of the RCSA and its Members.



SEEK Professional Recruiter of the Year

SEEK Professional Recruiter of the Year

Erin Devlin MRCSA (people2people)

Hannah Mundell APRCSA (Cigna)

RCSA Insurance Corporate Social Responsibility Award

CXC Global Corporate Social Responsibility Award

SMAART Recruitment

ERG Recruitment

2cloudnine/Jobscience Excellence in Candidate Care Award

Trade Me Jobs Excellence in Candidate Care Award

M&T Resources


Indeed Excellence in Client Service Award

FastTrack Excellence in Client Service Award


ACC Health & Safety Impact Award Enterprise Recruitment


he RCSA has enjoyed two extremely successful Winter Ball & Industry Awards Night’s in Sydney and Auckland. This year the RCSA Industry Awards received a record number of entries and the list of people and organisations who applied for these awards was very impressive. There are a lot of RCSA members out there doing terrific things to represent their brand, our industry and the RCSA. I was extremely proud as President of the RCSA to award each of the winners and recognise all of the finalists and entrants at both events. Congratulations to Charles and his team for staging two magnificent events in Australia and New Zealand. I have received wonderful feedback from those who attended about the quality of these events and how enjoyable they were. It’s important that we recognise the winners in each of the RCSA Industry Award categories and congratulate our newest Life Member, Jacqui Barratt FRCSA (Life) who was announced at the Winter Ball and Industry Awards Night in Sydney. Congratulations to all our worthy and deserving winners and the judging panels who volunteered their time to recognise these special members. You can read more about all the winners and the projects and innovations that had them recognised on page 6.

Life Member Award Jacqui Barratt FRCSA (Life) Jacqui joins a distinguished group of Life Members, many of whom were in attendance at the Winter Balls, and is a very deserving recipient of this great RCSA honour.




RCSA Life Membership recognises outstanding service to the industry and a commitment to promoting the objectives and purpose of the Association. Jacqui has served over 10 years on the RCSA Board of Directors, including three as Vice -President. Congratulations Jacqui. Thank you to all our partners and sponsors for supporting the RCSA and making these events nights to remember. Thank you to Kinetic Super, RDB Now, SEEK, Indeed, 2cloudnine /Jobscience, RCSA Insurance, Trade Me Jobs, CXC Global ANZ, ACC, FastTrack and Scottish Pacific Business Finance. Finally, I look forward to seeing you in Fiji at the RCSA International Conference. We have an amazing program of speakers and topics that has just been released. This year’s conference promises to be bigger and better than ever. Through an all new format we’ll feature seven world class keynote speakers; a huge variety of concurrent sessions, and an industry first success story showcase. The conference will also feature a wide range of the latest digital solutions and expose attendees to new opportunities and priorities for the future. With a variety of networking opportunities at conference social events and stunning tropical Fiji as a backdrop, you have an event that you can’t afford to miss! (Read more about the Conference on page 16 of this issue of the RCSA Journal).

Robert van Stokrom FRCSA RCSA President, Australia and New Zealand


CEO’s Message

A key strategic channel and focus of RCSA’s renewed member centricity is Networking and Celebration. It can be perceived as those in the industry simply having fun, letting their hair down, and enjoying themselves, however, I see it differently.


see Networking as an opportunity to link great people with great ideas, with great aspirations and great leadership. Networking is about how we support each other in the industry and how we inspire one another to achieve something greater than we did last week or indeed, last year. Networking opens our minds to different ways of doing business and allows us to respond to the changing world, whether it’s technology or sourcing, for example, or how we can assist candidates. Celebration is further recognition of great practice and great people, and continuing to inspire others. When we talk about celebration at RCSA, it’s very much that our membership is inspired by celebrating the successes, celebrating our values and what we stand for. A good example of that was after the New Zealand Winter Ball & Industry Awards Night. I received commentary on social media around my statement that there is “no better time than now to stand for, and indeed stand up for, something.” The following day, a social media post was published by the New Zealand Human Rights Commission, which was an audio recording of a so-called recruiter who had berated a candidate in relation to his racial background. The so-called recruiter claimed that the individual should not receive the same treatment as a New Zealander. In response, we made a very clear statement about what we stand for as the RCSA, what we stand for as professionals and those who are of a higher order.

And that requires celebration. It also requires us calling that commitment. There’s a lot of opportunity costs that come with being committed to a higher order and standing for something. It means investing more time in terms of the background checks, the interviews, the feedback, the communications, the client liaison, or advising candidates what they can do to upskill in order to improve their chances of success next time. If we don’t celebrate and if we don’t stand up against those who misunderstand or try to misrepresent our industry, then we are failing as the peak industry body. The New Zealand Human Rights Commission incident was a fantastic opportunity for RCSA to actually live what we stand for. We’re interested in holding an open forum in New Zealand for members to articulate what standing up against racism looks like. It’s even allowed us to approach the New Zealand Herald to articulate how we will work with the New Zealand Human Rights Commission to jointly promote how we as an industry can be ambassadors for good practice and stamp out racism. This leads to another key channel that is part of our strategy and focus on member centricity, which is the Promotion and Protection of our industry. There is no better way to protect our industry than to promote where we are making a genuine commitment to better practice and indeed, foregoing profit for the purpose of promoting great people, great candidates and client service. Interestingly, the networking and celebration and promotion and protection strategic channels work very well together, and I’m committed to inspire our Members to be really proud of what they do. This will ultimately feed greater success and a greater standing in the eyes of candidates, clients, government and stakeholders, and given the focus and spotlight upon non-traditional work and labour hire or professional contracting (whether it’s labour hire inquiries or whether it’s racist rants), there’s absolutely no better time for RCSA to stand for something.

Charles Cameron RCSA CEO, Australia and New Zealand






rewarding outstanding achievements in recruitment for 2017 PRINCIPAL EVENT PARTNER




RCSA recognises excellence in recruitment The winners of the RCSA Industry Awards were announced at the Australian and New Zealand RCSA Winter Ball & Industry Awards Nights held in Sydney and Auckland in June. Set against the backdrop of a glamorous winter wonderland, the evenings attracted in excess of 450 of recruitment’s elite and up and coming professionals.  Guests were entertained by comedian Lawrence Mooney who served as MC in Sydney, while news reader Mike McRoberts led the stage in Auckland.

The Australian RCSA Industry Award winners Seek Professional Recruiter of the Year There were six finalists in the SEEK Professional Recruiter of the Year category, including:  • Catherine Kennedy MRCSA, people2people  • Emily Martyn, M&T Resources  • Erin Devlin MRCSA, people2people 

• Michael Taplin MRCSA, GBS Recruitment • Sam Palmer, people2people  • Stephen Veness, Davidson 

The winner: Erin Devlin MRCSA of people2people

Erin Devlin MRCSA is the Managing Director of the people2people Victorian business. Erin understands that leadership is more than ‘being the boss’ and has been particularly successful in mentoring and developing talent. Erin is a passionate believer in the recruitment industry and gives back via her voluntary roles with the RCSA.

“I’m honoured to be recognised by my peers in such a competitive and successful industry. I love that this award recognises not only financial success, but also leadership, industry contribution and innovation - areas that I’m passionate about. Professionalism to me is about operating ethically, delivering on your promises, performing to a high level, and always remembering that we are engaging with people, not a commodity, in recruitment. At a time when recruitment is coming under the spotlight politically, it’s great that we can celebrate the successes within our industry at the RCSA Awards, and focus on the significant and positive contribution that the recruitment industry makes to the Australian economy. In our job, we’re lucky enough to influence the lives of many people for the better. We get to help grow people’s careers, livelihoods, businesses and personal development. It’s extremely satisfying. Winning this award was a pleasant surprise and delight. I work with two fantastic mentors – Greg Savage FRCSA (Life) and Mark Smith, who have helped to shape much of my leadership style, decision making and success in the industry. This award is as a result of the hard work of my brilliant team in Melbourne, and the influence of my peers and mentors at people2people. I enjoy watching my team grow their careers more than anything. Any financial and industry success that I’ve enjoyed so far, is just a result of great people doing great things, working as a team and enjoying the journey. I hope that I get to do that for a very long time to come.”




RCSA Insurance Corporate Social Responsibility Award

2cloudnine/Jobscience Excellence in Candidate Care Award

Finalists for the RCSA Insurance Corporate Social Responsibility Award, were: • Beaumont People  • Protech  • Manpower Group  • SMAART Recruitment  • Norwest Recruitment  • WorkPac 

Finalists for the 2cloudnine/Jobscience Excellence in Candidate Care Award, were: • Australian Medical Placements  • Healthcare Australia  • Beaumont People  • iknowho • Cox Purtell  • M&T Resources  • Entrée Recruitment  • Xpand 

The winner: SMAART Recruitment

The winner: M&T Resources

SMAART Recruitment is committed to making a difference and was awarded the CSR Award for its success in developing job preparation workshops in women’s prisons to assist prisoners upon their return to society and the workplace. “It is very humbling to be recognised. It’s important to shine a light on the good work that our industry does – we have the skills, experience and know how to really impact the lives of people we meet. Winning this award helps us to get further involvement in the program from other parties – I’ve already had half a dozen enquiries from people wanting to get involvement and offer assistance. Winning this award sets a new internal benchmark for us at SMAART Recruitment. It motivates us to continue to put effort into our CSR program to not only maintain what we are doing, but to look to grow and expand our influence in the community. We want our CSR program to be bigger in 12 months’ time than it is now – this gives us a boost to push on.”

M&T Resources’ were recognised for their dedicated candidate care program which included nurturing a respectful team; providing thought leadership; keeping in touch with candidates, saying thank you and keeping candidates informed. “The award is fantastic recognition for the passion and dedication of the whole team at M&T. Our candidates are at the heart of everything we do – we are here to help people achieve greater success. For our candidates, this means enriching their lives and families through finding their new career or contracting challenge. For our clients and work colleagues it is about achieving goals and being successful in life. Receiving the Excellence in Candidate Care Award on behalf of everyone at M&T makes us very proud. We were also delighted to have been recognised as finalists for Excellence in Client Service and Professional Recruiter of the Year, for Emily Martyn (Account Manager QLD). Together, these awards reflect our passion for this industry, our relentless focus on quality, giving back to the community and ensuring we contribute positively to the wider reputation of recruitment.”

RCSA’s Life Members gathered in Sydney

The RCSA Board of Directors




Indeed Excellence in Client Service Award

RCSA Life Membership

Finalists for the Indeed Excellence in Client Service Award, were: • Beaumont People  • Kelly Services  • Cox Purtell  • M&T Resources  • Harrison McMillan  • Manpower Group  • Horner  • The Recruitment Company 

The winner: ManpowerGroup

ManpowerGroup was awarded the Excellence in Client Service Award for their work with the Australian Defence Force. “ManpowerGroup and Defence Force Recruiting are delighted and proud to be recognised with the RSCA 2017 Excellence in Client Service Award. Working with the Australian Defence Force to build, teach and embrace diversity into culture and recruitment has been an incredible journey,” says Glenn McPhee, Director at ManpowerGroup.

RCSA Life Membership was awarded to Jacqui Barratt FRCSA (Life). RCSA Life Membership recognises outstanding service to the industry and a commitment to promoting the objectives and purpose of the Association. Jacqui has served over 10 years on the RCSA Board of Directors, including three as Vice -President. In an emotional speech, Jacqui reminded guests what recruitment is all about. “If we forget that people have a beating heart, she said, we’ve lost what recruiting is about. It’s a privilege to do what we do.”

Greg Savage FRCSA (Life) and partner

Kinetic Super CEO Katherine Kaspar

RCSA CEO Charles Cameron

A big thank you to our Australian Award sponsors:

Principal Event Partner








The New Zealand RCSA Industry Award winners SEEK Professional Recruiter of the Year There were two finalists in the SEEK Professional Recruiter of the Year category: Elaena Martin – Randstad and Hannah Mundell APRCSA – Cigna NZ

The winner: Hannah Mundell APRCSA

Trade Me Jobs Excellence in Candidate Care Award There were two finalists in the Trade Me Jobs Excellence in Candidate Care Award category: Randstad and Tradestaff

The winner: Tradestaff

Noted for her power networking and willingness to embrace every available opportunity to find talent in new and unusual places, Hannah demonstrates that recruitment changes lives – whether you are internal or external to an organisation. “I’m very humbled to receive this award as more so, it recognises a doorway in to the recruitment industry, not just for me but the infinite amount of talent and potential that’s hidden out there. It’s just my job to hunt for it and make it happen. I think we are so privileged in our jobs, meeting thousands of people from diverse cultures, talent and potential and helping them to achieve their dreams but also having the opportunity to pay back to the community through mentoring graduates and helping them launch their careers.”

CXC Global Corporate Social Responsibility Award There were two finalists in the CXC Global Corporate Social Responsibility Award category: ERG Recruitment, Randstad

The winner: ERG Recruitment

Involvement at all stages of the selection process, through to providing a container to ship OH&S gear and household items back to the Island demonstrated Tradestaff’s commitment to the welfare of Pasifika workers.

FastTrack Excellence in Client Service Award There were three finalists in the FastTrack Excellence in Client Service Award category: Kelly Services, Randstad and Sourced

The winner: Randstad

Fiona and John Harland have demonstrated their leadership from the front which has inspired their organisation and, their clients and candidates. “Our business philosophy is built on the premise that a job gives an individual a sense of belonging and allows them to fulfil their basic, psychological and self- fulfilment needs.  20 years in this industry has not diminished our desire to help people achieve these needs...we have seen first-hand the difference a ‘hand-up’ can make.  Taking our philosophy into pro bono work has allowed us to share with our staff the true meaning of giving back and by widening our lens and using our voice we believe our business and people are the richer for it.  Winning the RCSA Corporate Social Responsibility Award for us is not only recognition of how we view the world, but also means we belong to an industry that champions professional behaviour and ethics to change people’s lives.”



With 84% of people saying they would leave their current job to work for a company with a better corporate reputation, the value of insight allows this award winner to build deep and lasting relationships with their clients. The Randstad Employer Branding Research surveys approximately 8,000 Kiwi’s annually on their perceptions of the 150 largest organisations in New Zealand. “We were really thankful to receive the recognition for the client services award. The employer branding program and research that we provide our customers, ensures that we are supporting Kiwi organisations not only in talent acquisition, but in retention of their best talent. It’s also been the catalyst to lift our conversations with customers to support their HR strategy, workforce planning, different delivery models, talent acquisitions channels and the use of HR technologies.  From a customer perspective we also appreciate that we can’t be complacent so for us, we will be aiming to launch additional initiatives in the coming 12 months and will be hoping that we can be among the finalists again in 2018. Lastly, thanks to the support of RCSA and in the case of this award the sponsor Fasttrack, for recognition of excellent customer service in the recruitment industry.”


power community

6-8 S E


the There were three finalists in the ACC Health & Safety Impact Award category: • Canterbury Labour Hire Safety Forum • Enterprise Recruitment



ACC Health & Safety Impact Award



f iji 201 7 6-8 S E P T E M B E R 2 0 1 7

• Tradestaff

The winner: Enterprise Recruitment

The Christchurch based recruiter is utilising short and engaging videos. Enterprise can now send safety messages and information to every work site and worker when, and at the time they are most required by workers. “Our goal is to “Improve Lives” and so safety isn’t just an Enterprise matter, it is simply about having everyone go home safely each day.” “We were thrilled to win the ACC Safety Award as it reflects on our values and commitment to providing a safe workplace that ensures our people get home safely each day. It also reflected well on our safety action team as they identified an issue and came up with an innovative way of resolving with the issue that started to influence some positive outcomes.”

A big thank you to our New Zealand Award sponsors:

WHERE WILL YOU BE IN SEPTEMBER? #RCSAawards competition Two lucky guests won trips to attend the RCSA Conference in Fiji in September. John Corrigan from Australian finalist iknowho was the winner of the best social media post for the evening in Sydney, while the team from Xref took home the ticket in Auckland.




Recruiters say ‘NO to Racism’ R

acism and discrimination is insidious. It undermines the very fabric of egalitarian society and has been the basis of conflict over centuries. On June 15th the Human Rights Commission in New Zealand (HRC) as part of its campaign “Say No to Racism” posted a recording of an alleged NZ Recruiter making a racist slur to a job applicant. After a very short time the recording went viral on Twitter under the hash tag #Shedoesnotspeakforus and on the HRC Facebook page. Recruiters were outraged and immediately denounced the rant as not indicative of recruitment as an industry; however as with social media and its speed to market the potential damage to the industry was palpable. social media has changed the concept of “Branding” and here we had a situation which by inference, potentially branded all recruiters as racists. While recruiters reacted immediately to refute the recording as unrepresentative and the rant of one individual, the stigma of such a slur often lasts longer than the post itself. When brought to the attention of the RCSA, contact was immediately made to firstly authenticate the recording and secondly to identify if the individual was still working in the industry. It was


established that the recording was authentic but the individual was no longer in the industry. The HRC had not posted the recording to denigrate the industry but to support their anti-racism campaign. Unintentional as it was, the recording could have seriously damaged the reputation and destroyed the public trust of the industry and the important role it plays in the economy. The speedy reaction of the RCSA and the many individuals who noted their disgust at the rant was commendable but the issue is one that industry participants must continue to acknowledge through education and professional conduct which will transcend the individuals who perpetrate this type of abhorrent behaviour.

If there is a silver lining to this unfortunate event it was the speed and volume of comment in support of the professionalism of the industry as a whole. Unfortunately there will always be individuals in all sectors of society that will have racist and/or discriminatory views which marginalise people according to race, religion, gender, physical and mental disability, and LGBTTIQ orientation (Rainbow community) gender diversity. Views of this nature hold no place in an industry which must uphold the highest degree of professionalism due to the trust that is given to it by candidates and clients. Professional recruiters should act with the utmost integrity and we must be very careful that we do not exhibit or practice racist or discriminatory behaviours either overt or unconscious. Unconscious bias is always the most

difficult to identify as there are many excuses that we use to excuse these thoughts. Views such as “not a cultural fit”, “not suitable for this type of work” and the very common “does not have enough experience” or “ is over qualified and experienced for this job” are often borne out of unconscious bias. As recruiters we must question ourselves and our clients about the relevance and accuracy of such comments. Societies are becoming increasingly diverse as people migrate from one country to another in the search of a better job or a better life. Global skill shortages will inevitably mean that people will have more opportunity to choose where they reside and growth economies will depend on immigration as a source of skills. New Zealand in particular with low unemployment and high labour participation will rely on skills from overseas

and its population will continue to become more diverse. It was good to see recruiters come together on this issue, but to us it highlighted the need for a strong cohesive industry body which represents the majority of participants enabling a “strong voice of reason and professionalism ” when the actions of an individual can undo the good work of many. The RCSA has repeatedly shown that it has the capacity to represent the industry and was able to engage with the HRC to voice the outrage of its members. The HRC very quickly published our CEO Charles Cameron’s response on behalf of members and the RCSA has committed to promoting and participating with the HRC in its “Say No to Racism” campaign.

This is a chance for each of us as participants in an important industry to take a very public stance on an issue which could potentially have very damaging effects due to the actions of a few misguided individuals. Together we will be stronger and more influential than as individuals and we must be seen to be practicing what we say we do. Our standing as professionals and as a professional industry depends on what we do, not what we say. We would like to remind everyone of the adage “People will forget what you say but they will never forget how you made them feel” Fiona Harland MRCSA and John Harland FRCSA





power community

fiji 2017 6-8 S E P T E M B E R 2 0 1 7

Communities define business today – you source from them and build from them. That’s why our theme for 2017 is The Power of Community. Experts across leadership, recruitment and digital sectors will gather to share insights on how communities have influenced their business and demonstrate ways you can grow yours. An unmissable chance to network and connect with colleagues old and new. This is an event you can’t afford to miss. Join us in Fiji:




community Jason Fox & Mykel Dixon

Pioneering strategy, leadership and enterprise transformation—not just to motivate your people. Rather; to equip them with better ways to think, and savvier ways to lead meaningful progress through the storm of volatility, uncertainty, complexity, ambiguity, paradox and doubt.

Sam Johnson

Sam led his community to improve lives during the Christchurch earthquakes in New Zealand. Sam will show the role en masse mobilisations have in dramatically changing narratives 6 - 8 S E P T E M B E Rand 2 0sparking 17 new waves of civic mindedness that makes economic sense.

fiji 2017

Rachael Robertson

A powerful set of leadership tools to build innovation, collaboration and respect. Rachael has led in the toughest workplace on the planet – Antarctica. Recognised internationally for her thought leadership, Rachael will show you how to get the best out of your team.

Tim Walsh

Kevin Green Kevin Green is one of the UK’s leading experts in labour market trends, HR strategy and recruitment. As Chief Executive of the Recruitment & Employment Confederation (REC), and as Vice President of Ciett, the representative body for the global recruitment industry, Kevin is a passionate advocate for world-class recruitment and innovation in people management. The REC is the professional body for the UK’s £31 billion private recruitment industry, supporting more than 3,500 recruitment businesses and more than 8,000 individual recruiters.



The coach who won Gold in Rio for the Australian Women’s Rugby team discusses winning teams – the most successful team in Australia. Learn how he recruited and developed these young women with an average age of 22 years and led them to glory via a Q&A with gold medallist Ellia Green.

Deng Adut Transforming trauma into hope. Deng Adut saw tragedy and suffering at an age when most young Australians are learning to read and forging their first friendships in the schoolyard. NSW Australian of the year for 2017, we will hear Deng’s powerful story and what being part of the Australian community means to him.


2017 CONFERENCE PROGRAM Wednesday, 6 September 2017 2.00pm – 6.00pm

Registration Open

6.00pm – 8.00pm

Welcome Cocktail Reception – The Sofitel Fiji, Poolside

Thursday, 7 September 2017 8.30am – 5.30pm

Registration Open

9.00am – 9.30am

MC Official Welcome & Opening Remarks

9.30am – 10.15am

Keynote: Jason Fox – “Pioneering and Making Clever Happen”

10.15am – 11.05am

Keynote: Kevin Green – “Getting Ahead of the Curve”

11.05am – 11.35am

Morning Tea – Served in Exhibitor Marketplace

CONCURRENT SESSIONS 11.35am – 12.25pm

Concurrent 1A: Trevor Young – “Personal Branding Masterclass”

Concurrent 1B: Marina Pullin – “The Gig Economy – 10 things you need to know about best practice and how it relates to your business”

12.25pm – 1.20pm

Concurrent 2A: Trevor Young – “Content Marketing Masterclass”

Concurrent 2B: Prue Gilbert

1.20pm – 2.05pm

Networking Lunch – Served in Exhibitor Marketplace


Concurrent 3A:

Concurrent 3B: Jason Elias – “The community of boutique recruitment and fee splitting” Sponsored by NPA

2.55pm – 3.25pm

Afternoon tea break – Served in Exhibitor Marketplace

3.25pm – 4.15pm

Success Story Showcase with Rob Davidson APRCSA, Kelly Quirk and Rob Bromage MRCSA

4.15pm – 5.05pm

Keynote: Sam Johnson – “Don’t get your ‘help’ on me”

5.05pm – 5.30pm

MC Close

7.00pm – 7.30pm

Pre Dinner Drinks and Canapes

7.30pm – 11.30pm

Club Tropicana Beach Dinner


After Party

Friday, 8 September 2017 8.30am – 5.30pm

Registration Open

8.45am – 9.00am

MC Opening Remarks

9.00am – 10.00am

Keynote: Rachael Robertson – “Leading with Passion”

10.00am – 10.30am

Morning Tea – Served in Exhibitor Marketplace

10.30am – 11.20am

Keynote: Coach Tim Walsh and Gold Medallist Ellia Green – “Winning Teams”

11.20am – 1.25pm

Community Engagement Activity

1.25pm – 1.55pm

Networking Lunch – Served in Exhibitor Marketplace


Concurrent 4A: Kevin Green ” Creating a Top Notch Performance Culture”

Concurrent 4B:

2.45pm – 3.35pm

Concurrent 5A:

Concurrent 5B:

3.35pm – 3.55pm

Afternoon tea break – Served in Exhibitor Marketplace

4.00pm – 4.45pm

Keynote: Deng Adut

4.45pm – 5.20pm

Keynote: Jason Fox and Mykel Dixon

5.20pm – 5.30pm

MC Close

7.30pm – 9.30pm

Farewell Party – Meke Lawn




Measuring excellence in staffing, MSP and VMS By John Nurthen


hen it comes to achieving excellence in recruiting, sales or most other things, it’s good to have some way of measuring progress. You will know where you stand and which direction you are moving in. That’s one of the perceived benefits of vendor management systems (VMS), their ability to deliver metrics, informing staffing client firms of how well their contingent workforce programs are operating. But there are other ways to measure customer satisfaction. An effective way to measure customer attitudes toward a business’ service is by using the “Net Promoter Score” which was devised by Fred Reichheld of Bain & Company and first introduced in a Harvard Business Review article in 2003. The score is based on a single question for customers; “how likely you are you to recommend a product or service to a friend or colleague”. Respondents rank their answers from zero (not likely) to 10 (very likely). Anyone responding with a zero to six is a “detractor,” and anyone responding with a nine or 10 is a promoter. The Net Promoter Score is calculated by adding up the number of promoters and taking away the number of detractors. Any scores of seven or eight are ignored as they are regarded as quite ‘luke warm’ in their enthusiasm and not likely to go out of their way to promote a service to their friends even if they think it’s quite good. Staffing Industry Analysts polled large firms that use staffing services in the Asia Pacific region and found that staffing suppliers had a Net Promoter Score of -14%. That compares to a score of zero for North American staffing supplier and a score of -14% for staffing suppliers in Europe. While that may not seem like good news because it indicates more detractors than promoters, the 2016 score was at least better than the score of -30% recorded in 2015 and -28% in 2014. By way of comparison, Apple, a popular company known for its high Net Promoter Score, received a score of +72 in 2016. Sadly, it does seem that, despite all the



investments in marketing, technology and service improvements, organisations do not hold staffing in a particularly high regard. Managed service providers and vendor management systems did a little better. Large buyers gave their managed service providers a Net Promoter Score of -3%; better than staffing generally but still with room for improvement. However, VMS providers received a score of 4%, indicating more promoters than detractors. Staffing Industry Analysts was also interested in how staffing buyers ranked their own contingent workforce programs. We didn’t use the Net Promoter Score for this but, instead, asked staffing buyers to rate their own programs from “poor” to “excellent.”

Overall, 4% of staffing buyers rated their program as excellent, 33% as above average, 48% as average 12% as below average and 3% as poor. Those programs receiving lower ratings may still be in the early stages of implementation. However, an interesting finding in the research was that large companies were happier with their programs when a VMS or MSP was involved. The survey found 56% of buyers who use a VMS rate their contingent workforce program as above average or excellent while none of the buyers without a VMS rated their CW programs as average or excellent. Only 44% of buyers with a VMS said their CW program was average or below – and 100% of buyers without a VMS said their program was average or below. The survey also found that large companies also tended to rank their programs more highly if they used a managed service provider. The survey found

54% of buyers with an MSP were likely to rank their contingent workforce program as above average or excellent. Only 46% of CW buyers without an MSP ranked their CW program at average or below compared to 86% without an MSP. Of course, companies using VMS and MSP in their contingent workforce programs are likely to have greater maturity in their program and that may contribute to the reasons they are more likely to be rated as above average. While program managers may be mostly satisfied with their programs, staffing suppliers have not always viewed VMS and MSP favorably, citing concerns such as margin erosion and other frustrations such as the inability to communicate directly with hiring managers. Despite these reservations, our end-client satisfaction scores suggest increased adoption of these programs in the future. Staffing Industry Analysts’ reports were based on a survey of large companies with 1,000 or more full-time equivalents that use contingent workers. Data used in this article came from firms with operations in the Asia Pacific region. John Nurthen is executive director of global research at Staffing Industry Analysts, the global advisor on staffing and workforce solutions.


Risky business Implementing an effective risk management framework should be a vital component of every business, even for the recruitment industry. Andy Tidmarsh reveals how to build an effective framework.


usinesses make decisions daily as they strive to achieve their business objectives. These decisions are made in an environment where there’s always a level of uncertainty – arising from both internal and external influences. The effects this uncertainty has on business objectives is what we mean when we talk about ‘risk’. Good risk management that is integrated into decision-making enhances the likelihood of achieving successful outcomes. Unfortunately we seem to make the risk management process more complex than it needs to be. Extensive use of jargon and complicated methods is where much of this confusion comes from. It’s often foreign to those outside the risk profession and can lead to disenfranchised people. These people are frequently the ones that make decisions and need to be managing risk effectively and need support. Essentially, it makes the process counterintuitive which actually increases risk! As risk professionals, our purpose should be to simplify risk management to effectively communicate what risk is, how to respond to it and how to integrate risk management into organisational decision making. Recognising that the role of the risk management team isn’t to actually manage risk but to provide a simple and effective framework to empower those that do, is vital to success.

What makes a good risk management framework? When faced with a decision most people are intuitively mindful of the related uncertainties. Whether they realise it or not, they already judge the importance of the uncertainties and the effect they could have

on achieving overall business objectives. A good risk management framework should ensure this normal and intuitive approach is systemised, repeatable and expected as part of day to day management. We need to resist the temptation to add layer upon layer of complexity to the process. A good place to start is to ask, does the risk management framework support people to make better decisions? If the answer is “no” or “only sometimes”, the framework is ineffective.

Four key elements of a good framework 1. Clear expression of intent 2. Capability to match intent 3. Clear and comprehensive allocation of accountability 4. A means for continual improvement

Establishing intent ‘Intent’ describes how the business signals to its staff what, how and why risk will be managed. It essentially sets down the expected behaviours that accompany decision making. This typically would include a policy statement, performance requirements for managing risk, standard risk criteria and a list of defined terms to ensure language consistency. The framework must also provide the necessary means to build and maintain the required capacity and capability to satisfy that intent. ‘Necessary means’ can include tools, resources, guidance and training that enables the business to identify, understand and respond to risks. To ensure past decisions remain valid, the framework should also have mechanisms to monitor and review key controls and changes in the assumptions and factors that have supported decisions.

process or its elements to support decision making in the strategic and operational activities of the business.

Continual improvement Reviewing the effectiveness of the risk management framework, its implementation and ongoing relevancy for the business is also vitally important.

The need for a consistent approach to managing risk The integration of a consistent approach to managing risk in all decision making processes is integral. The approach must use common language, adopt the business’ normal reporting mechanisms, and use consistent, agreed criteria to decide the significance of all identified risks. These criteria must be based on the business’ objectives. This leads to consistency in decision-making and enables businesses to allocate its resources most effectively. It’s highly inefficient and ineffective to maintain separate approaches for the management of different consequencerelated forms of risk. A business’ approach to managing risk should cover all forms of risk and should be supported by one, comprehensive framework. Andy Tidmarsh was previously the Risk & Compliance Specialist at Kinetic Super.

Accountability A common misconception is that the risk team is responsible for managing risk. However it can only be the responsibility of management. Accountability is vital and also provides clarity on: • Tasks associated with establishing or enhancing the risk management framework. • Application of the risk management




Celebrating 25 super years supporting the recruitment industry Katherine Kaspar, CEO Kinetic Super


inetic Super’s connection with the RCSA and the recruitment industry goes back to our very foundation, when we launched as the super fund for the recruitment industry in 1992. It’s now 25 years on and our commitment to the recruitment industry continues to grow each year, as does the tailoring of our products and services to meet the needs of the industry. Our roots in the recruitment industry provide unique insights into the needs of today’s contingent and mobile workers, with many of our members on the move in their lives and careers. We also realised that super needs to move with our members no matter where they go or what they do, so we’ve made it our mission to keep them connected to their super so it can gain momentum and grow for their futures. Since then, we’ve made our mark as a progressive industry and profit to members fund committed to the recruitment industry. So as we close off another successful financial year, we recap on how we’ve supported our employer clients with our unique service and product offering, and we look ahead as we share what’s next for Kinetic Super.

Helping your employees reach retirement happy, healthy and financially prepared Helping your employees achieve a positive financial wellbeing for their future is just the beginning of our commitment. We believe we can also help them manage their wellbeing more holistically. So in addition to financial wellbeing, we’ll be providing our employer clients with workplace programs, resources and services across mental health and general wellbeing, for the benefit of their employees – our members.   



who believe their 50% employees workplace is mentally healthy who think mental health 90% employees is an important issue for businesses.


Together with our new partner SuperFriend, we’ll be offering our clients tools and resources to build healthy workplaces. We’ll be presenting our employers with opportunities to assess their workplace and offer improvements to make it mentally healthy. Workplaces with mental health and wellbeing strategies observe employees who are engaged and working cohesively. Mentally healthy workplaces reduce absenteeism, increase productivity and tenure, and improve engagement and motivation. Employers benefit substantially with a reduced cost ($10.9 billion) 2 in untreated mental health conditions every year. Our ultimate goal is for employees to reach their retirement happy, healthy and financially prepared. This means having the capacity and positive wellbeing to work, enjoy life and be confident that they’ll have enough savings when they’re no longer working.

Contingent Job Index – staying in touch with industry changes Australia’s contingent workforce was at 11 per cent in 2015 and is set to grow to 25 per cent by 2020, representing around 3.2million workers.3 The contingent workforce has seen a significant increase in just a few short years, and with this shift towards non-permanent work (in the form of onsite temps, contractors and freelancers) comes the inherent need to gain insight into the trends and drivers. With this in mind, we’re excited to soon be launching the Contingent Job Index – a monthly report for our employers about

the state of the contingent workforce in Australia. A more detailed quarterly report will provide deep dive insights and trends and will provide them with valuable insights that will inform their business planning.

Enhanced insurance offering to safeguard members’ super savings We’re excited to announce innovative insurance upgrades; with the recruitment industry at the core of these improvements. We’ve designed our offering to directly meet the needs of the growing contingent workforce and the recruitment industry as a whole. The upgrades aim to maximise insurance protection at times when it’s more affordable and reduce it or switch it off when it’s not as affordable. Our employersponsored members are generally also insured from day one of their employment, which is a great benefit as some funds require their members to meet a 30 day employment test if they need to make a claim for Total & Permanent Disablement benefit.4

Keeping employees connected to their super With many people on the move in their lives and jobs, we’ve made it our mission to keep them connected to their super – no matter where they go or what they do. With this in mind, we deliver a number of initiatives that make it easier for employees to stay connected to their super.

Search and rescue mission for lost or other super There’s more than $11 billion in lost super in Australia – and we help our members rescue their share. We put out a search party to help employees find their lost or other super. Because if they have more than one super account they’ll be paying fees for each of those accounts.

Having all their super savings together in one place will help it grow faster. We’ve made it even easier for employees with the release of new online functionality that dramatically simplifies the roll over and consolidation process.

An evolving member app As part of our mission of keeping employees connected to their super, we’re pleased to announce exciting upgrades to our member app. We’ve introduced the new finger touch ID feature which not only takes the hassle out of remembering and typing in a password, it’s also extra secure. Members can now also register to access their online account (Member Online Services) or reset their password from the app. This means members don’t need to switch between devices to get their account up and running.

Keeping employees informed and connected We’re dedicated to helping employees achieve financial wellbeing and positive retirement outcomes. So we happily visit their workplaces or offsite locations to host financial education sessions for their employees. What’s most valuable is how we tailor the content of each session to suit the needs of their employees, like demographic differences. We understand that super can be complex so we deliver content simply by removing complexity and providing quick wins for employees to get their super moving. Our Member Education & Advice Consultants also provide employees with over-the-phone consultations – so they feel empowered to make the right financial decision for their future. These are just some of the ways we help our employers navigate their way through the sometimes complex world of super. We believe in making super simple and easy by tailoring solutions to meet their business needs, and helping employees stay connected to their super so it can gain momentum and grow.

Thank you What a year it’s been for everyone involved with Kinetic Super – our members, employer clients and team. To all of you I say a big thank you for your continued support. As we forge ahead into another new and exciting financial year, meeting the needs of our members and employers will remain our number one priority.

1 2014 Creating a mentally healthy workplace – Return on investment analysis, PwC Report. 2 Source: the-business-case-for-a-mentally-healthyworkplace/ 3 Source: Ben Eubanks, Associate HCM Analyst, Brandon Hall Group (2015). http:// pdf/43h257jj3l34r2.pdf Kinetic Superannuation Ltd (KSL) (ABN 14 056 917 303 AFSL 222590 RSE L0000352) is the Trustee of Kinetic Superannuation Fund (KSF) (ABN 78 984 178 687 RSE R1000429) which includes Kinetic Smart Pension (KSP). 4 Applies to members who join us through their employer or who choose Kinetic Super through their employer (Employer Sponsored). As with all insurance, there are some requirements around who is eligible for Starter Pack cover. See the Kinetic Super PDS and Insurance Incorporated Information for details via Kinetic Superannuation Ltd (KSL) (ABN 14 056 917 303 AFSL 222590 RSE L0000352) is the Trustee of Kinetic Superannuation Fund (KSF) (ABN 78 984 178 687 RSE R1000429) which includes Kinetic Smart Pension (KSP). This information is of a general nature only and does not take into account your personal objectives, financial situation or needs. Before making a decision about Kinetic Super or Kinetic Smart Pension you should obtain and consider the relevant Product Disclosure Statement (PDS) for these products, and any Incorporated Information, and also consider your personal circumstances. For a copy of the PDS, call us on 1300 304 000 or visit the Kinetic Super website




You’re on the right wrong track One of the biggest barriers to getting health and safety right is poor communication. Risk Collective’s Amy Towers writes.


remember one of my first jobs in a health and safety role. It was with a large blue-collar company. Thrown in the deep end, I was immersed in the organisations politics, heavy union activity, a strong them vs us mentality. At the entrance of the worksite was a billboard that proudly displayed all sorts of lag indicators (relating to incidents), such as lost time injury (LTI) rates, number of days since last incident, number of days since this, number of days since that, and all that jazz. There was a disconnect. What was displayed on that board and what was happening inside those factories were worlds apart. Upon reflection, I can clearly see where the fault lines were. Health and safety performance targets were set at a corporate level with little to no involvement from the factory people. These were heavily weighted on lag indicators. Each time there was an incident, management were consumed with trying to avoid the incident becoming a lost time injury (LTI). We had some really passionate worker representatives. Many times, they would throw their hands up in the air, to express how they felt – that was: what is the point. They were giving up on being the health and safety champions of the workforce. They felt as though each time they raised a health and safety issue it would fall on deaf ears. There was a communication breakdown. Managers didn’t directly engage with their workers on health and safety matters. Workers were frustrated. The problem was, we were all speaking a different language when it came to health and safety. We weren’t having strategic conversations needed to get safety on track. Chris Ertel and Lisa Kay Solomon, leading experts on designing strategic conversations and authors of Moments of Impact, suggest that a good leader is defined by their ability to design strategic conversations; that is, helping others channel their creativity and finding great solutions to their company’s obstacles. Strategic conversations are all about creating a shared experience for every participant, in which the most pressing issues [health and safety] are explored openly to come to the smartest ways to proceed. Your people don’t want to talk about safety performance indicators. They want to be consulted on health and safety matters,



on ways that they and their colleagues can be protected from operational risks. In a recent article Dying for a Chat, I referred to Dr Ranjana Srivastava, author of Dying for a Chat, the communication breakdown between doctors and patients. Dr Srivastava suggests that in the medical field good communication skills should be considered as important to healthcare as medical breakthroughs. When doctors communicate well, the consultation becomes more patient-centred, taking in a broader view of the patient’s needs. This can be compared to health and safety in the workplace. Consulting with your people can assist in diagnosing the operational risks that they and others may be exposed to. We can change the tune of our leader-worker health and safety conversations. For example, rather than a formal meeting or audit style approach, we can have an informal chat with our people. Consider a personal strategic conversation, one that you can connect with your workforce and gain some valuable insight. Asking questions in a way that makes sense to everyone can be a health and safety game changer. Questions such as: • If anything were to go wrong with the task, what would it be? • In what circumstance, could something go wrong when doing this task? • Do you have any concerns with this task? • Has that happened before or has there been a narrow escape? • How could we stop that from happening? • If you could design the task, what would it look like? Our aim is keep our people healthy and safe. For this to happen we need to take them from a state of withdrawal where they are uninspired and disengaged to a point where they are on board and inspired. To reach our goal, we need to shift how we think, talk and do safety. We need to start at the top and ensure the leadership team are proactive and progressive, ensuring the company is committed and invested. We need to get our safety lingo right. Amy Towers is obsessed with setting you free when it comes to your work health and safety obligations. A risk expert with more than 10 years’ experience working as a Health and Safety Specialist and Consultant, Amy enjoys solving complex business problems and is truly passionate about guiding, directing and protecting you and your business against health and safety risks.


Bad debts

A placement is not a sale until you’ve been paid Trade credit insurance is not a typical insurance policy being considered by RCSA members, but the risk to any recruitment firm from bad debt and customer insolvency remains high for any agency placing temporary workers. With more than 25% of company insolvencies being caused by late payments or customer defaults it should certainly be a risk management strategy for members to consider. A trade credit insurance policy will enable recruitment firms of all sizes to trade with confidence in Australia and overseas. The policy covers the risk of non-payment where a recruitment firm has provided credit terms to their client(s), for work that has been undertaken by their on hired workforce but also bad debts arising from permanent placement fees. It is common for recruitment firms to arrange debtor financing and whilst this provides an immediate cash flow solution, it doesn’t provide any protection if your client becomes insolvent or just fails to pay the debt. Trade credit insurance provides this level of security and also complements your debtor financing arrangements, typically allowing the financier to increase the percentage of debt they will loan. The immediate benefits are of course the transfer the risk of bad/defaulted debt to an insurer, leading to protection of your cash flow, as well as the ability and confidence to offer unsecured payment terms without taking on additional risk.

Another important benefit is getting access to the insurers’ global risk analysts who procure, assess and monitor financial information giving you an up to date risk position on specific buyers, markets and industries. Many recruitment firms will have long established relationships with their clients and believe that bad debt just isn’t an issue but what about their client’s largest customer going insolvent? Do you know anything about the financial stability of your clients’ customers? Excellent credit control isn’t a reason to ignore trade credit insurance; credit control won’t prevent your client’s becoming insolvent. A trade credit policy compliments and acknowledges credit control and helps to manage risk. Cover can be arranged to protect you for individual clients’ debts or for your entire turnover. As a guide an approximate premium rate for entire turnover cover would be 0.75%. This will vary up or down dependent on your number of clients, debt history and of course who your major clients are. Now’s the time to talk to one of RCSA Insurance’s trade credit specialists and see how your business could be better protected with a trade credit insurance policy. Take advantage of an obligation free credit opinion on your top five clients as well as a premium indication to insure against these clients debts. Contact RCSA Insurance at





Marketing budget as a percentage of gross profit Are times changing again? F Over the last three months we’ve been touring Australia and New Zealand with Recruitment Yarns – it was great to see the number of senior recruitment leaders who are very passionate about their recruitment agency’s brand. One of the most frequent questions we were asked during the tour was around marketing budgets, specifically ‘what should be spent on marketing delivery and paid advertising?’. By Prominence’s Chris South.

or most recruitment agencies, the largest marketing expenditure is dedicated to candidate attraction, historically this was focused on newspaper adverts but today is almost exclusively online job boards. Other significant marketing expenses can include the marketing delivery (either in-house or outsourced), collateral, sponsorships, events, exhibitions or online advertising. Note that I say “can” include for the second group. This is because it is still very common for an agency’s marketing activity to be limited almost entirely to job boards. If anything additional is undertaken, it is done with very little strategy, with direction generally coming from the Business Directors and implementation spread across the administration function. There is nothing wrong with the approach outlined above, however we’re now seeing a new breed of recruitment agencies that are taking advantage of this complacency, by investing in marketing as a competitive tool to support them as they very quickly scale their business and become some of the most recognisable brands in their sector/s. To achieve these results they have had to look at marketing in a different light, especially when it comes to budget.

Marketing spend as a percentage of gross profit one of the best ways of ensuring you are keeping up with industry is to track marketing spend as a percentage of gross profit*. To find out what this figure looks like throughout Australia and



New Zealand we approached RIBreport. Interestingly, the RIBreport data shows that pre-Global Financial Crisis (GFC), the median marketing spend as a percentage of gross profit was 8%. This figure is in-line with global data outside of the recruitment sector which suggests between 7% and 8% is a good guideline, although obviously this can vary greatly depending on the size, marketing position and future plans of the business. However, in the recruitment sector, after the GFC this percentage declined to less than 5% by 2010 and hasn’t increased significantly since. The main reason for the initial decline is the obvious need to cut expenditure during tougher economic times. It is surprising though that this figure didn’t recover in-line with the economy. Whilst there are many potential reasons for this, alongside increased efficiencies, the rapid decline in the usage of comparatively expensive client paid print advertising is likely the other main culprit. This is because it was common to on-charge the cost of the advertising to the end-client and for the five-year period from 2010 to 2015, there were very few alternatives available, so this marketing avenue ceased to exist.

All change? With the rise in popularity of online or digital advertising for both candidate attraction and branding there are now more marketing opportunities available and we have observed recruitment agencies starting to take advantage of this. As an example, LinkedIn, the industry’s marketing barometer, only pivoted their go-to-market strategy towards supporting recruiters to act more like marketers in 2015. This included making channels available to recruiters that were typically utilised by consumer marketing, such as sponsored content packages and leads capture pages. We’re also starting to see a new generation of digital co-branded client paid advertising appearing, with custom video and graphic design content playing a key part in this. It is still too early to draw any hard conclusions from a data perspective, but the RIBreport figures for the first part of 2017 do show a very slight increase from the year prior (+0.3%).

Rule of thumb Whilst the ratio of marketing spend to gross profit may not ever jump back to pre GFC levels, if you want to create a competitive advantage for your agency through marketing, then it is essential to allocate budget not only for job advertising, but also for the strategy and delivery. Things like written content, video, Pay Per Click or Pay Per Impression advertising, social media management and newsletters all require more time and coordination than the marketing approaches of 10 or even 5 years ago. Our general rule of thumb is that your total marketing budget should factor in between one point five and two times the salary or cost of your marketing function for advertising and talent attraction (including job boards), usually with an even split across the two. If your business is in an aggressive growth mode or requires greater visibility in a shorter space of time this ratio will remain consistent but the overall percentage of gross profit may increase. Lastly don’t be afraid to remain responsive throughout the year. Setting a marketing budget at the start of the year and sticking rigidly to it doesn’t allow you to be agile, it needs to be reviewed regularly (quarterly) and sometimes new projects may need to be added which could take you above the set percentage but are in line with market changes or innovations.

Summary For those of you old enough to remember when the key topic of discussion was whether or not to embrace a new concept called online job boards, the same outcome is inevitable when it comes to digital marketing. Over the last three years we’ve already seen many real-world examples of how this new approach to recruitment marketing can significantly increase key metrics such as increased volumes of jobs and better job fill ratios. Don’t get left behind.

Chris South is the founder of recruitment marketing agency Prominence. Prominence focuses on two core areas, marketing strategy and outsourced marketing services. Through these, Prominence has successfully helped numerous recruitment agencies throughout both Australia and New Zealand to grow their brand and expand their business, delivering marketing solutions that puts them ahead of their competition.

*In this article, gross profit is defined as permanent fees plus temporary margin, and margin from any other activities.



Where will you be in September? You’re invited to join us at the RCSA International Conference in Fiji. Communities define business today – you source from them and build from them. That’s why our theme for 2017 is The Power of Community. Experts across leadership, recruitment and digital sectors will gather to share insights on how communities have influenced their business and demonstrate ways you can grow yours. An unmissable chance to network and connect with colleagues old and new.  This is an event you can’t afford to miss. Join us in Fiji.




power community






fiji 2017 6-8 S E P T E M B E R 2 0 1 7 26


fiji 2017

6-8 S E P T E M B E R 2 0 1

Let RCSA take care of your learning & development needs in 2017 WORKSHOPS






Learn from our experts Sophie Robertson FRCSA Leadership and Business development Sophie Robertson FRCSA has 18 years of Australian recruitment experience and 10 years of professional coaching skills to build capability and excellence at every level in recruitment companies. Sophie’s mission is to raise the standard of recruitment practices across the board to enhance the industry’s reputation within the wider business community.

Tanya Williams Digital marketing As an outsourced Digital Specialist, Tanya Williams is experienced in all aspects of digital, has a focus on outcomes and ROI with a goal to use the right digital channels to make your business more visible. Tanya is passionate about educating and helping businesses understand how to use digital to engage, connect and be relevant to their audiences.

Paul Slezak FRCSA Communication and Personal development With nearly 20 years in the recruitment industry and having worked for both an international publicly listed group as well as a global niche recruitment business, Paul Slezak has been a hands-on recruiter, manager, trainer, coach, mentor, and regular speaker for the industry across Australia, Asia, Europe and North America.

Visit to book your learning and development needs or contact and let us guide you on the path to growth in 2017. WINTER 2017


WIL Advert

workforce info line A complimentary phone service to RCSA Corporate Members on all matters relating to: Workplace Relations (or ‘Employment Relations’), Work Health and Safety, and Independent Contracting.

RCSA Corporate Members can phone the Workforce Info Line (WIL) Australia and New Zealand Corporate Members can pick up the phone for instant workforce advice on: Workplace Relations (or ‘Employment Relations’ in New Zealand), Work Health and Safety and Independent Contracting The Australian telephone advice line is delivered by FCB, Australia’s leading workplace relations legal and consulting firm. The New Zealand telephone advice line is delivered by Adelhelm & Associates.

Phone WIL Aus on 1300 988 685 (Select Option 2) Phone WIL NZ on 0800 727 269 (0800 RCSA NZ) 28

Quote your Corporate Member ID number. Make sure your relevant staff members know your ID number too! For general assistance and enquiries please call +61 3 9663 0555


The Members heard from a diverse groups of speakers who reviewed and discussed the latest hot topics and industry issues in medical recruitment.

RCSA Fellow Member and industry trainer, Sophie Robertson FRCSA presented a workshop to explore current practices that are potentially damaging the reputation of all recruiters, and discussed how to increase sales through building better relationships.

An update on improving procurement within the medical recruitment industry, as well as an APHRA update on work plans for registration in the medical sector headlined the forum.

Lisa O’Hara from RCSA’s Immigration Partner, Exclusive Migration, provided an update on the abolishment of the 457 VISA and its impact on medical recruitment.

Attendees also heard from the RACGP in regards to IMG Pathway Assessment Changes, for which AMRANZ has provided a submission in response to proposed changes to the 2017 RACGP Specialist Pathway Program.

For more information on upcoming AMRANZ events, visit


The AMRANZ Members Forum was held in Sydney during May, with a great group of AMRANZ Members in attendance.

The ANRA Members Forum was held in Sydney during May, with a great group of nursing recruiters in attendance. The forum commenced with an open forum discussion and review of the key issues and challenges currently facing the nursing and healthcare recruitment sector.


Association of Nursing Recruitment Agencies

Attendees were then joined by industry expert Fiona Anson who presented a workshop on the gig economy and what to expect from the future of work. Ben Gee, of FCB Workplace Law provided members with an update on the ongoing ANRA EBA, while Kym Ayscough of APHRA provided an update about its work plan for registration in the nursing sector. Sharon Benson delved into a QHealth Nursing tender update and Lisa O’Hara discussed the abolishment of the 457 VISA and its impact on nursing and healthcare recruitment. For more information on upcoming ANRA events, visit

AUS: 1300 332 867 • NZ: 0800 72 68 72

A finance partner you can rely on. Easy to work with, flexible and fast. Scottish Pacific currently provides funding to 200 labour hire businesses across Australia and New Zealand, with combined annual sales revenues of $1.5B and credit lines totalling over $200m. Talk to the industry specialists to find out how we can help you to grow your business. Why Choose Scottish Pacific? • Fast access to the cash tied up in your outstanding invoices. • A facility that grows in line with turnover. • No real estate security required.

• The option of a full collections service for those clients who choose to focus on growing their business rather than chasing outstanding invoices.





FIRST 2016






Voted the best non bank cashflow lender by the Adviser magazine 2014,2015 and 2016

Call us today or visit our website for more details.













Welcome to our new Corporate Members Welcome to the RCSA’s newest Corporate Members. The following organisations have committed to high standards and the protection of our industry, via their RCSA Corporate Membership. »» »» »» »» »» »» »» »» »» »» »» »» »» »» »» »»

CRC Travel Locum - Cliodha Rae Rubicor Group Limited Extrastaff Ltd Snap Talent International Red Arrow Group Pty Ltd Ontime Health Agency Pty Ltd Parity Consulting Pty Ltd On Island Health Service Accredditation and Nursing Pty Ltd Sullivan Consulting The Talent Hive Limited Balance Recruitment Pty Ltd Mustard Jobs Pty Ltd Work Better Consulting Future You Recruitment Pty Ltd Chambers Recruiting Group Curis Recruitment

»» »» »» »» »» »» »» »» »» »» »» »» »» »» »» »» »»

One World Resourcing METS Medical Troocoo Holdings Pty Ltd Momentum Search and Selection Pty Ltd Kapital Consulting Pty Medical Imaging Jobs Australia Blaze Staffing Solutions SKL Executive Total Workforce Services Australian Resource and Training Group EmployNZ Ltd Integrated Staffing Australia UVISION Employment Pty Ltd Zeep Medical Pty Ltd Building Personnel Pty Ltd Mashwadz Pty Ltd Lloyd Connect

»» »» »» »» »» »» »» »» »» »» »» »» »» »» »»

ME Recruitment Grow Advisors Pty Ltd AJ Recruitment Pty Ltd Next Move Recruitment Ease Recruitment Pty Ltd TRESP & Associates Pty Ltd First People Recruitment Solutions All Recruitment Australia Fortis Recruitment Pty Ltd OZConnections NSW PL trading as Glow Healthcare Agency Archway Recruitment Pinnacle People DNA Recruitment Solutions Pty Ltd Construction & Technical Recruitment (CTR) Grab Corporation Pty Ltd t/as HD IT Recruitment

RCSA BOARD, LIFE MEMBERS & FELLOWS * RCSA Board President Robert van Stokrom FRCSA

Vice Presidents Peter Langford FRCSA Sinead Hourigan FRCSA

Directors Steve Heather FRCSA Alan Bell FRCSA Nina Mapson Bone FRCSA Ian McPherson FRCSA Penny O’Reilly MRCSA Andrew Sullivan FRCSA Nic Fairbank Matthew Sampson FRCSA

RCSA Life Fellows Barry Knight FRCSA (Life) Beryl Rowan FRCSA (Life) David Shave FRCSA (Life) Dawne Kelleher FRCSA (Life) Debra Loveridge FRCSA (Life) Dorothy Caldicott FRCSA (Life) E. Leigh Olson FRCSA (Life) Geoff Slade FRCSA (Life) George Zammit FRCSA (Life) Graham Jenkins FRCSA (Life) Greg Paul Savage FRCSA (Life) Helen Olivier FRCSA (Life) Hugh Whan FRCSA (Life) Jacqui Barratt, FRCSA (Life) Jan Spriggs FRCSA (Life) Jane Fanselow FRCSA (Life) Janet Vallino FRCSA (Life) Jean Tait FRCSA (Life) Jim Bailey FRCSA (Life) John K. Williams FRCSA (Life) John McArthur FRCSA (Life) John Plummer FRCSA (Life)



Julie Sattler OAM FRCSA (Life) Kaye Strain FRCSA (Life) Kim Shearn FRCSA (Life) Kris Hope-Cross FRCSA (Life) Larry Grima FRCSA (Life) Malcolm Jackman FRCSA (Life) Matthew McArthur FRCSA (Life) Michael Hall FRCSA (Life) Nanette Carroll FRCSA (Life) Paul Veith FRCSA (Life) Pauline Ashleigh-Marum FRCSA (Life) Peter Gleeson FRCSA (Life) Reg Maxwell FRCSA (Life) Robert Blanche FRCSA (Life) Rodney Troian FRCSA (Life) Roger Lampen FRCSA (Life) Rosemary Scott FRCSA (Life) Ross Fisher FRCSA (Life) Ruth Levinsohn FRCSA (Life) Stephen Shepherd FRCSA (Life) Sue Healy FRCSA (Life) Sylvia Moreno FRCSA (Life) V John Plummer FRCSA (Life) Wendy Rae FRCSA (Life)

RCSA Fellows Alan Bell FRCSA Alan Sherlock FRCSA Andrea Hardy FRCSA Andrew McComish FRCSA Andrew Sullivan FRCSA Angela Giacoumis FRCSA Bill Dalby FRCSA Bob Olivier FRCSA Bruce Ranken FRCSA Christine Crowe FRCSA Colin Levander FRCSA Corrine Taylor FRCSA

Craig Watson FRCSA David Stewart FRCSA Denis Dadds FRCSA Diane Epps FRCSA Eva Grabner FRCSA Fraser McKechnie FRCSA Gayleen Toll FRCSA Gaynor Lowndes FRCSA Giles Keay FRCSA Graham Bower FRCSA Ian Hamilton, FRCSA Ian McPherson FRCSA Ian R. Stacy FRCSA Jason Elias FRCSA Jennifer Hobbs FRCSA John Cooper FRCSA John Harland FRCSA John Wilson FRCSA Julian Azzopardi FRCSA Ken Fowler FRCSA Kevin Blogg FRCSA Kevin Chandler FRCSA Leigh Johnson FRCSA Lincoln Crawley FRCSA Linda Kemp FRCSA Linda Simonsen FRCSA Lisa Bousfield FRCSA Lyn Tanner FRCSA Maria Kourtesis FRCSA Mark Griffiths FRCSA Matthew Hobby FRCSA Michael Hannaford FRCSA Michelle MacDonald FRCSA Mr Norm Geist FRCSA Natasha Olsson-Seeto FRCSA Nicholas Beames FRCSA Nick Hays FRCSA Nicky Brunning FRCSA Nicole Underwood FRCSA

Nigel Harse FRCSA Nikki Beaumont FRCSA Nina Mapson Bone FRCSA Pam Dew FRCSA Paul Slezak FRCSA Paula Watts FRCSA Penny Perkins FRCSA Peter Langford FRCSA Phil Isard FRCSA Rhonda Dunn FRCSA Robert van Stokrom FRCSA Rosemary Urbon FRCSA Ross Clennett FRCSA Sam Hazledine FRCSA Sandra Chiles FRCSA Scott Roberts FRCSA Scott Van Heurck FRCSA Sinead Hourigan FRCSA Sophie Robertson FRCSA Stephen Bott FRCSA Stephen Noble FRCSA Stephen Porter FRCSA Steve Heather FRCSA Stuart Freeman FRCSA Tania Kapell FRCSA Tony Greaves FRCSA Vibeke Thomsen FRCSA

RCSA Honorary Fellows Andrew Wood Hon FRCSA (Life) Jill Skafer Hon FRCSA (Life) Joan Page Hon FRCSA (Life) Julie Mills Hon FRCSA (Life) Malcolm Riddell Hon FRCSA (Life) Reg Shields Hon FRCSA (Life) * Correct at time of printing.



»» CPD Webinar, How To Turn Cold Calls Into Clients Learn how to grow your business through successful cold calling tactics.

»» Auckland, Mastering Labour Hire & Contracting Safety Mastering labour hire and contracting safety for consultants.



»» CPD Webinar, How To Make The Best Matches Do you know which three questions, you have to ask yourself every time you interview to determine the best candidates for any given job?

»» Melbourne Workshop, Introduction To Recruitment Consulting This one day intensive workshop will bring new consultants up to speed.

6 JULY »» Christchurch Recruitment Consulting Certificate Consisting of three comprehensive components, the RCSA Recruitment Consulting Certificate is the ultimate introductory training for new recruiters. »» Canberra Recruitment Consulting Certificate A comprehensive training package for consultants new to the industry with less than six months experience in their recruitment role or for those who require a refresher. 7 JULY »» How To Assess Emotional & Social Intelligence Transform your success in gaining clients and selecting emotionally intelligent candidates. »» CPD Webinar, Using Content To Attract Candidates & Clients Creating the right type of content is vital to your digital marketing success. 11 JULY »» CPD Webinar, Personal Branding 101 Recruiters with strong personal brands will generate more revenue with less effort. 12 JULY »» Brisbane Recruitment Consulting Certificate - Two Topics Consisting of two comprehensive components, the Recruitment Consulting Certificate is the ultimate introductory training for new recruiters.

»» Melbourne Recruitment Consulting Certificate This package consists of three workshops covering topics Introduction to Recruitment, Interviewing Essentials and Sales & Marketing from the Desk.

»» Grow Your Sales Through The Art Of Questioning How to display your expertise and establish a trustworthy relationship. »» Writing Job Advertisements That Will Attract Candidates How to target the right talent for your roles. 21 JULY »» Sydney Workshop, Interviewing Essentials This one day workshop will improve the way your consultant interviews. »» Melbourne Workshop, Interviewing Essentials This one day workshop will improve the way your consultant interviews.

»» Sydney Recruitment Consulting Certificate This package consists of three workshops covering topics Introduction to Recruitment, Interviewing Essentials and Sales & Marketing from the Desk.

»» Melbourne, Recruitment Marketing: A Director’s Overview Recruiters with strong personal brands will generate more revenue with less effort.

»» Sydney Workshop, Introduction To Recruitment Consulting This one day intensive workshop will bring new consultants up to speed.

»» Sydney Workshop, 21St Century Leadership Tools Do you know which tools you need to lead a team effectively in the 21st Century?

»» A Brain New Approach To Recruitment Use the latest in neurosciences to build trust faster with clients and candidates. 17 JULY »» Sydney Workshop, Life’s A Pitch This interactive session aims to invigorate, provoke, educate and entertain. 18 JULY »» Brisbane, Recruitment Marketing: A Director’s Overview Recruiters with strong personal brands will generate more revenue with less effort. »» Video Workshop, Driving Value Through Recruitment Metrics »» Cpd Webinar, How To Prepare Your ‘Pitch Team’ To Win This webinar provides planning, preparation and persuasive skills to increase success rate for major bids and projects. 19 JULY

»» Christchurch, Mastering Labour Hire And Contracting Safety Mastering labour hire and contracting safety for consultants.

»» Brisbane Workshop, Interviewing Essentials This one day workshop will improve the way your consultant interviews.

»» Understanding Eeo And The Law In Recruitment What can you or can’t you ask during an interview or write in a job advertisement.

»» Sydney, Recruitment Marketing: A Director’s Overview Recruiters with strong personal brands will generate more revenue with less effort.


26 JULY »» Melbourne Workshop, 21St Century Leadership Tools Do you know which tools you need to lead a team effectively in the 21st Century? »» Brisbane Workshop, Sales & Marketing From The Desk This one day workshop provides an entry level introduction to the sales skills required to be a successful recruitment consultant. 28 JULY »» Melbourne Workshop, Sales & Marketing From The Desk This one day workshop provides an entry level introduction to the sales skills required to be a successful recruitment consultant. »» Sydney Workshop, Sales & Marketing From The Desk This one day workshop provides an entry level introduction to the sales skills required to be a successful recruitment consultant.



Relax, we’ve got your firm covered.

The RCSA is pleased to announce the formation of a new business partnership with Ardrossan Insurance Brokers.


✓ We guarantee a premium reduction of 15%* (Exclusive to RCSA Corporate Members ONLY) ✓ We will negotiate the best premiums and policy coverage based on the combination of Premium and risk ✓ We will establish what you are, and are not covered for, as well as recommend commercial improvements.

RCSA Insurance delivers customised cover to meet For all enquiries regarding RCSA Insurance for your recruitment business, please call Ardrossan on +61 3 9233 8505. or visit *Conditions apply, refer to


firm’s needs.



RCSA Journal Winter Issue June 2017  
RCSA Journal Winter Issue June 2017