Impact Statement 2020 - Communities where all people can achieve their potential Nationally Accredited Disability Employment Partner and NDIS ...
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Impact Statement 2020
THIRD PARTY THIRD PARTY
Nationally Accredited
CERTIFIED CERTIFIED
Disability Employment Partner
NATIONAL STANDARDS NDIS PRACTICE and NDIS provider
FOR DISABILITY SERVICES STANDARDS
Communities where all people can achieve their potential
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Celebrating 10 years Company Overview
Job Centre Australia is a nationally accredited specialist Disability Employment Partner and youth NDIS provider.
Woolworths, Bulimba QLD Operating since 1990, we partner with businesses to recruit valuable team members into their workforce, recognising
Congratulations Mark, on 10 years of employment with JCAL’s valued Employer Partner, Woolworths Bulimba. the significant value of individual and cultural diversity. By creating meaningful employment for people with disability,
A significant achievement, particularly through the challenging times this year. The demand within supermarkets across we elevate awareness, inclusion and the contribution of all people, to local communities and economies. We currently
Australia peaking throughout the COVID-19 pandemic. Mark has shone throughout this period, particularly during some provide services to over 1800 people with a disability from 31 offices in NSW and QLD. JCAL in its various forms has
of the more difficult times for our customers. been specialising in providing Disability Open Employment services for 29 years.
Woolworths is a valued employer partner across many of JCAL’s sites, and continues to provide meaningful ongoing
Vision Statement
employment opportunities in their stores and distribution centres for people with disability.
Communities where all people can achieve their potential.
“Mark has continued to thrive bringing positivity and delight to both Purpose:
customers and the team.” We create opportunities for development, empowerment & enhanced independence. We build people’s capability
& strengthen communities through:
• Fostering awareness of the benefits of diversity
• Employment & education
• Active engagement with local partners
• Customised support
Strategy
JCAL’s 2018-2021 Strategic Plan has five key strategic pillars to maintain our service quality and our business viability
into the future:
1. Customer Excellence
2. People & Culture
3. Growth & Sustainability
4. Profile & Influence
5. Governance & Business Systems
Corporate Responsibility
JCAL is committed to providing person-centered services to support the development and success of our clients.
We encourage a positive culture for our employees that promotes job satisfaction and excellence.
We strive to maintain our reputation as a quality, ethical and responsible community organisation across all facets
of our business. We actively encourage diversity, equality and opportunity in our workplace and contribute positively
to the communities in which we operate.
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Good Old Fashioned Customer Service Chairman’s Note 2019-2020
The 2020 financial year was one of change and challenge for Job Centre Australia Limited (JCAL). We saw the retirement
Inland Petroleum, Dubbo of David Alexander as Chair, my appointment as a director and Chairman and the appointment of Deborrah Lambourne
Employer Partner, Inland Petroleum is an independent and locally owned fuel company located in Dubbo. With the as the Chief Executive Officer. Before Deborrah and I had really settled into our roles our regional areas were beset by
assistance of JCAL candidate and driveway attendant Corey, they are winding back the clock and providing exceptional bushfires then all of Australia was engulfed by the effects of Covid 19 and the declaration of a pandemic.
customer service at the bowser.
But first to David Alexander. David was a director of the consolidated organisations that came together in 2006 to form
Manager Paul Harris says, “Corey provides helpful, friendly service to our customers, helping us achieve social distancing JCAL, and retired in October 2019 after spending three years as Chairman. Under David’s leadership JCAL further
to meet our safety requirement, while continuing to meet our customer needs. Corey is cheerful and very helpful. We are consolidated the merger’s success, as the organisation grew strongly and the culture we enjoy today was further
proud to offer this service to our community and enjoy having Corey as part of our team.” developed. JCAL is indebted to David for his contribution and I wish to publicly acknowledge the vision, skill and
commitment he showed in his role.
“I love hearing the positive feedback given to me from our customers, especially the elderly. I would like to thank Terri-Lee
and the girls at JCAL for assisting and supporting me to gain my job and for the ongoing support”, said Corey. Throughout the challenges presented by the bushfires and Covid 19, JCAL has continued to support our customer
base of candidates, employers and participants, and their families. We have quickly adapted to be able to provide flexible
support and service capabilities (both on-line and onsite) to our candidates and participants.
“I’m constantly receiving praise for Corey and the service he provides. He Our new case management system enabled an efficient and effective transition to operating as a remote workforce,
is is a great asset to our site” enabled staff responsiveness to the changes implemented by the Government, and ensured the quality of our service
delivery did not diminish. We received invaluable support from many of our landlords and were able to resume face-to-
face consultations as soon as this was permitted by the Government. And of course, the introduction of Job Keeper
allowed us to maintain our staffing levels throughout the interruptions caused by Covid.
Other achievements during the year included the review and upgrading of our IT capability, with significant improvements
to our network, systems, data security and management and hardware now being implemented.
We introduced a new finance and accounting platform to meet the increasing needs of reporting and automated
processes and increased our focus on an improved understanding of the Customer Experience that now underpins
our redesigned Service Delivery Model.
JCAL has been able to further extend our relationships with some of our longstanding employers such as McDonalds
and Woolworths, as we celebrated some of our candidates reaching ten-year employment anniversaries with these
two major companies. Our success is often dependent upon our ongoing relationships with employers, schools and
community groups, and I extend my thanks to them for their support throughout the year.
Our new CEO and her senior management team are to be congratulated on the achievements outlined above and on
their successful piloting of the organisation through the most challenging environment in my working career. Deborrah
and her team are committed, caring and professional and I know I am speaking for all of the board when I say it is a
pleasure and a privilege to work with them. I wish to also offer my thanks to our staff across our many sites. They have
worked extremely well amongst the changes brought by new management and forced on us by the challenges of 2020.
Thank you for your commitment to JCAL.
My fellow Directors have shown both a depth of experience in the disability sector and a deep commitment to JCAL
and this has been of great assistance to me in my first year as Chair. Despite an inability to meet face to face for much
of the year we maintained an effective oversight of operations and a strategic approach to our meetings and I wish to
thank them for their support and their dedication to their roles.
The staff, management and board of JCAL are ambitious as to what we can achieve in the next few years to further
assist our candidates and participants. We are committed to maintaining our financial strength, being innovative in the
delivery of our services and becoming leaders in the provision of disability employment services in Australia. We are
confident of our future even in these most difficult of times.
John Stewart – Chairman
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Year in review
The 2019/2020 year certainly delivered an interesting landscape in which to operate. The trials and tribulations felt not The unique challenges and opportunities presented throughout the year have fast tracked plans for improvements in the
only by JCAL, the entire nation of people, business and community. Proudly, our team shone and met the challenges IT space, with significant improvement on our network, systems, data and hardware, in Finance with the introduction of
with conviction to see customers from all segments of our business, succeed. Yet, whilst we may have faced challenges a new accounting platform and automated processes, in Marketing with increased focus on improved understanding of
throughout the year, we were presented equally with positive opportunities, and reasons to celebrate success. the Customer Experience and profile, in HR on robust policies and the development of a relevant capability framework,
contributing significantly to the new Service Delivery Model within our customer facing business units.
Signalling a new era in JCAL’s leadership, in the first quarter of 2019/2020, we warmly welcomed new CEO, Deborrah
Lambourne and Chairman of the Board, John Stewart. Both bringing a renewed focus on the customer, fresh We look forward to the incoming 2021-Strategic Plan and the opportunities it will bring in growing our business streams
perspective on our business and the sector, and a breadth of commercial knowledge from which to springboard JCAL and strengthening our service offering, brand, people and culture, whilst improving customer experience. We look
to an elevated and competitive position. Having now completed the first full year at the helm in 2019/20, it cannot go forward to sharing the details of the strategic plan as we embark on this new period of exciting change for JCAL.
without saying, it was a year of ‘firsts’ for JCAL and our new leaders.
The long-standing drought, followed by bushfires leading up to year end, and over into early 2020, saw many of our
participants, candidates, employers, and staff members affected personally either directly, or by the very nature of the
ripple effect in their community and economic landscape. JCAL’s dedication to community never once waivered as we
maintained and strengthened our continued support to business and community, through our work and in backing
2728 265 1225 Hours invested in internal
staff training
campaigns such as “purchase a post” for the farmers in the Snowy region, delivering water and food to emergency DES candidates NDIS participants
supported to achieve supported to achieve
services in the Orana and Patterson regions, health and hygiene products to homeless shelters across various sites in their employment their independence, social
need and simply offering flexible support to our customers, stakeholders and beyond. goals and employment goals
Just as the impact of the bushfires were easing, the spread of Covid-19 significantly increased, delivering yet another
blow to businesses and community. This challenged the very core of the ‘normal way of life’ and within business, our QLD
traditional service delivery methods. Again, the team met the challenge head on, mobilising within 48 hours of lockdown
and committing to providing an outstanding flexible, remote and onsite support and service capability to our customers
and stakeholders. Our new case management system enabled an efficient and effective transition to operating as a
remote workforce, assisting staff in being responsive to the changes that were being implemented by the Government,
and ensuring the quality of our service delivery did not diminish. At the outset of the 2019/2020 year, JCAL had
49 DES employment and skill building
workshop topics offered
developed a Business Continuity Plan, including a Pandemic plan, which saw us well placed to ensure we were able to NSW
continue delivering our services at the highest standard. Throughout the year, the team has and continues to respond
swiftly and appropriately to official advice and we thank each and every member of the JCAL Team for their ongoing
dedication, innovation and commitment to customer service excellence.
Our Employer and Strategic partners in some areas faced difficult challenges, while others experienced a surge in
demand to support changing community needs. At the outset of the Covid-19, we identified which of our partners
required priority in the sourcing of candidates to meet this increase in demand for their service delivery, specifically in
the areas of cleaning, supermarket, fast food, and aged care industries. Our partners with whom we have increased
$759k 149
team members
Spent on candidate training
our placements and employment outcomes include MasterCleaners, Woolworths, Coles, McDonald’s, Hungry Jacks and placement expenses across QLD and NSW
and a range of local aged care and disability support services. Throughout this time we have ensured continued support
for our candidate’s needs in connecting them with our experienced JCAL team members, whilst providing meaningful
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employment that benefits both the candidate and employer. Total locations, across
JCAL has long prided itself on working with people with disability to achieve meaningful, long-term careers. This year,
QLD and NSW
we celebrated several 10-year service awards with our candidates, in McDonald’s, Woolworths, Hungry Jacks and
Vintage Cellars. These milestones represent a significant achievement for the employer, our candidate-employee and Net Promoter Score
JCAL alike, having navigated through the major economic upheaval as a result of the drought, floods and Covid-19
experienced through 2020. Congratulations to our candidate-employees and their employers, in celebrating these
significant milestones, and equally to all our candidates and participants who continue to work toward their employment
and independence goals. 53
NPS
850 businesses increased the
diversity & inclusion in their workforce
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VALUES
Respect Fairness Integrity Excellence Commitment
& dignity for all & equity honesty & transparency & high standards in all we do to social justice
Our Vision: Our Approach:
Communities where all people can achieve We’re commited to the way we work
their potential
» Person-centred & strengths based
» Community & solutions focussed
Our Purpose: » Long term outcomes oriented
We create opportunities for development,
» Professional & collaborative
empowerment & enhanced independence. Growth & Sustainability
We build people’s capability & strengthen » Responsive, adaptive & strategic
communities through:
We have secure, diversified funding for a sustainable future
» Fostering awareness of the benefits of diversity
» Deliver outstanding performance
» Employment & education
» Increase revenue sustainability through growth and diversity
» Active engagement with local partners
» Develop strategic partnerships that generate revenue
» Customised support
Customer People & Profile & Governance &
Excellence Culture Influence Business Systems
We delight our customers We harness a skilled We are recognised for We have strong & effective
by achieving the best & engaged workforce excellence systems to support our
possible outcome aligned to our values » Increase JCAL brand awareness
business
» Improve customer experience » Develop & mentor leaders » Embed robust governance
» Ensure JCAL is recognised
& satisfaction for the future practices
as a preferred service provider
» Increase range & quality » Create a workforce skilled » Improve operational systems
» Demonstrate & publish soclal
of services to meet JCAL’s future needs & facilities
& community impact
» Reach more customers by » Build a high performance culture » Develop technologies that deliver
expanding access to our business performance
» Develop a team focussed on
services
customer service excellence » Improve environmental
sustainability practices
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Job Centre Australia Limited 2020 Impact Statement
10 year milestone at Hungry Jack’s Community ‘Volunteer of the Year’ Award
Hungry Jack’s, Algester, QLD North Sydney, NSW
Another 10 year milestone celebrated this year, with Darren and Employer Partner with JCAL Employer Partner Hungry NDIS Choice and Control Chatswood participant Alice, is an avid reader and budding writer. Our team in North Sydney
Jacks in Algester QLD. assisted her with gaining a volunteer position to build her employment skills in the industry of her choice. Alice was
ecstatic to gain this role and quickly built her skill and confidence in the role, proving a valuable asset to the team.
“Darren is a valued member of the team and an extremely hard worker. He has played a vital role in ensuring business
needs are met especially during the changing day to day operations of Covid-19” commented Restaurant manager, This year, Alice was recognised and awarded as the Community Volunteer of the Year for her hard work and commitment
Jacquii. to Chatswood Library!
Employing over 19,000 Australians, Hungry Jack’s is a strong supporter of inclusion and diversity in local communities. Alice was presented her award by Trent Zimmerman MP, Federal Member for North Sydney. Well done Alice! We are all
very proud of you and this wonderful achievement!
“I’m really proud of my achievement and just love working with the team” “I never thought when I started with JCAL that I would be receiving a North
Sydney Community Award over two years later! I think what I’ve achieved is
pretty cool and amazing.”
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Succeeding throughout Covid-19 Covid 19 - recognising our team
The success of our candidates and participants, wouldn’t be possible, without the dedication and tireless efforts of our
Outdoor Furniture Online, Gold Coast, QLD team to ensure we build valuable business relationships, source meaningful employment opportunities and build the
JCAL’s partnership with Gold Coast business, Outdoor Furniture Online continues to thrive during uncertain times. The skill of our candidates and participants. We would like to make special mention of the significant efforts of our team
partnership spanning over 5 years has seen 6 people with a disability gain meaningful employment, supporting a shared throughout the Covid-19 pandemic, ensuring uninterrupted, outstanding service delivery. From our frontline staff, to the
vision of an inclusive workplace. back of house and support teams, our achievements this year are a credit to your commitment to our customers and
stakeholders success. Thank you, and well done.
It’s this culture and business strategy that has assisted his business to continue to thrive. Operating for over 20 years, he
has hired several JCAL candidates to work in his factory, strongly believing that, ‘Everyone deserves an opportunity to
prove themselves’. And prove themselves, they have. Being one of the few businesses hiring during COVID-19, Howard
recently hired another JCAL candidate, Colin into a role as a furniture maker.
With a lengthy career in retail, Colin’s mental health required a career change and Outdoor Furniture Online had the
perfect role. ‘At my age, I found it difficult to find work and my mental health was suffering. Since starting at Outdoor
Furniture Online, I have found a reason to get out of bed. It’s important for me to feel like I have somewhere to be and I
like having to fulfil a working responsibility,’ Colin says.
‘Everyone deserves an opportunity to prove themselves’.
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Job Centre Australia Limited
ABN 88 083 168 147
Registered Office:
95 Erina St, Gosford NSW 2250
1800 466 046
info@jobcentreaustralia.com.au
Connect with us
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Communities where all people can achieve their potential
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