Clubs WA October/November Bi-Monthly Service Bulletin by Clubs WA

The Voice of Club Community

OCTOBER/ NOVEMBER 2018

SERVICE BULLETIN The bi-monthly newsletter for WA’s Club Industry

CLUBS WA FORUM AND EXPO

THE SUCCESS OF SWAN YACHT CLUB

THE RISE IN WOMEN’S SPORTS

INTERVIEW: VOLUNTEERING WA

BIGGER AND BETTER PAGES 14-17

CLUB INDUSTRY SUCCESS PAGES 6-7

THE MAIN MOTIVATION PAGE 24

LATEST TRENDS PAGE 18

CLUBS WA BOARD MEMBERS (AS OF OCTOBER 2018)

CLUBS WA PRESIDENT Wally Maker Royal Fremantle Golf Club

REGIONAL VICE PRESIDENT Greg Hadlow Burekup & Districts Country Club

METRO VICE PRESIDENT Geof Irvin Kalamunda RSL

METRO BOARD MEMBER Wayne Barrett Thornlie Football and Sports Club

METRO BOARD MEMBER Don Bartlem Hartfield Country Club

REGIONAL BOARD MEMBER Leone Bolto Katanning Club

REGIONAL BOARD MEMBER Michelle McDonnell Kellerberrin & Districts Club

METRO BOARD MEMBER Ray Mansfield Willetton Bowling Club

REGIONAL BOARD MEMBER Geoff Mitchell Ledge Point Country Club

TREASURER Chris Richardson Dalkeith-Nedlands Bowling Club

REGIONAL BOARD MEMBER Sandra Bolton Yunderup Sport & Recreation Club

REGIONAL BOARD MEMBER Stan Sherry Boddington Sports Club

Clubs WA - The peak body for licensed and community clubs since 1957

STAFF CHIEF EXECUTIVE OFFICER

BUSINESS COMPLIANCE MANAGER

Karen Giles

Michelle Hall - development@clubswa.com.au

TRAINING & DEVELOPMENT MANAGER

TRAINING ADMINISTRATOR

Bob Shanks - training@clubswa.com.au

Jean Davis - info@clubswa.com.au

EXECUTIVE OFFICER

ACCOUNTS ADMINISTRATOR

Linda Soerianto - exec@clubswa.com.au

Therese Bemet - admin@clubswa.com.au

TRAINING ADMINISTRATOR

WRITER AND MARKETING ASSISTANT

Toni Jessup - info@hat.edu.au

Kate Farrell - intern@clubswa.com.au

MARKETING & BUSINESS DEVELOPMENT

WRITER

Ian Dang - marketing@clubswa.com.au

Melissa Warland - intern@clubswa.com.au

CEO REPORT Karen Giles Clubs WA CEO

Dear Member,

An old boss of mine once said “Winners have As we settle into spring, I am reminded of the parties; losers have meetings” – can you cut out any importance of ‘spring cleaning’. Many of us do this unnecessary meetings? in our own homes, yet it is often a good idea to do this in our organisations too. And not just physically, What services do you continue to pay for that your we can spring clean our processes and operations. members are no longer using – perhaps the money can be utilised better elsewhere? Having discussed the difficulty of change with many clubs, the following list provides you with some kick- I am sure many of our clubbies reading this will also starters to helping your club clean up and progress as have their own ideas and I encourage you to share the weather heats up: them – simply call us on 1300 640 616 or email marketing@clubswa.com.au! Declutter the physical and the digital: • reorganise your workspace We have gathered great feedback from the Industry • archive those emails that you no longer refer Forum and Supplier Expo. Our exhibitors showcased to. new products and services, and our community partners provided information on how to keep your Clean up your Email - Junk Mail folders: members and volunteers involved. In addition, our • unsubscribe from unwanted emails panel sessions covered a wide range of topics from • make sure those emails (like the Clubs WA liquor licensing through to member relations. I want e-update!) that you want to read are marked to personally thank our members and partners for as safe. continuing to support Clubs WA and the community. Review what is taking up most of your day • is there a more efficient way to do this – could automating part of this help your club save money in the long run? • allow time to consider the big picture – dare to dream!

There is no rest for the wicked, so a reminder that Clubs WA’s AGM and Sundowner registration is now open! Numbers are limited so please RSVP ASAP firstin first-served. More information on this event can be found on page 5.

Is there an area that your club has avoided working on that you can look at now? The most common neglected areas in our clubs tend to be: • Risk Management; • Member Recruitment; and • Financial Planning.

Best wishes, Karen

How are you managing your staff and volunteers? • Do you engage in obtaining their feedback? If so, now could be the time to make those suggested improvements.

road safety community grants EVENT GRANTS Event grants provide community groups with the opportunity to promote road safety at their event. Successful applicants will be supplied with a road safety message along with relevant information and suggestions for your community activity or event. Event grant applications are assessed monthly and rounds close on the last Friday of every month at 5.00pm.

PROJECT GRANTS Project grants enable groups to develop and implement projects based on the Towards Zero 2008-2020, the State Government’s road safety strategy. Project grant applications are assessed quarterly and close on the last Friday of March, June, September and December at 5.00pm. WHO IS ELIGIBLE? • • • •

Service Clubs Youth Development Groups Organisations or groups that encourage active community participation RoadWise Committees

• • • •

Local Government Health Organisations Schools Government agencies

HAPPY TO HELP For more information on grant guidelines, criteria and applications please visit the Road Safety Commission website www.rsc.wa.gov.au To ensure a timely approval process, grant applications must be received at least three months prior to the commencement of your event or project. If you have any queries or require assistance with the new online process, please call the Community Grants Officer on 1300 999 772 or email grants@rsc.wa.gov.au

CLUBS WA AGM & SUNDOWNER WEDNESDAY, 28 NOVEMBER 2018 Swan Yacht Club 3pm-6pm Wine/Beer/Food Tasting

FREE EVENT For Members & Invitees Only

RSVP required by 20/11/2018 marketing@clubswa.com.au Limited seats

SWAN YACHT CLUB OFFICIAL OPENING

Achieving Club Industry Success: How Swan Yacht Club did it! MELISSA WARLAND, WRITER - CLUBS WA If you’re thinking about nominating your club for an industry award, chances are you might be overwhelmed or unsure on how to start. We picked the brains of Swan Yacht Club’s General Manager, Damien Gaspar, to get an insight into the processes and efforts behind high quality and successful nominations.

One of the main goals of Swan Yacht Club is to receive industry recognition, and in doing so they assigned particular categories and areas to specific staff members. In this way, significant and relevant information could be collated to ensure the nomination form be completed to the best and most comprehensive possible standard. There are a range of categories in the Industry Excellence Awards, for and particular staff/volunteers within your club will be more suited to provide particular information to different categories than others.

At this year’s Industry Awards for Excellence held in June, Swan Yacht Club received five awards, as well as being finalists in another four. Their success across a range of categories is a tribute to the excellent quality of their nominations; so what is it that makes Clubs WA has been running the Industry Awards for Excellence for 12 years, and during that time Swan a nomination form shine? Yacht Club has nominated for numerous awards. In Damien believes the time spent on completing the recent years, their success has grown exponentially; nominations is vital, not only does this come down it didn’t happened overnight. This can be attributed to attention to detail for the questions, but also to the ongoing efforts and goal setting approach over allowing time to complete the form. This means that a long period of time. Damien detailed the club’s it’s important to work on the nomination form over five-year plan which included receiving industry an extended period of time, rather than hastily trying recognition, which was proudly achieved in 2017 to get it done by the due date. It’s no secret that the after several nominations in the previous years. time you spend on something will almost always be conducive to producing higher quality, and this is no different!

CLUBS WA PROUD MEMBERS

A BIG MILESTONE FOR THE SWAN YACHT CLUB ON 28 AUGUST 2018

OFFICIALLY RE-OPENED BY TOWN OF EAST FREMANTLE MAJOR JIM O’NEILL

He believes the club’s current success in terms of industry awards is a result of the positive and hardworking attitude from the staff, committee and volunteers of the club over those years, and it was these efforts during that time that got them where they are today. Consequently, Damien believes winning the awards this year has brought a sense of recognition to the efforts they’ve put in around many facets of the club’s operation.

So what can we learn from this? • Complete your nomination form over time, not right before it’s due, • Assign the relevant staff members/volunteers to complete the relevant sections, • Set goals so that you can strive for success over time, and • Don’t be disheartened if you are not successful the first time around; be consistent and keep on trying to improve!

CLUBS WA PROUD MEMBERS

PETER MCKELVIE BOWLING FOR HIS WINNING TEAM

Gosnells Bowling Club, renowned for supporting charitable organisations PENNY WRIGHT, MARKETING AND COMMUNICATIONS COORDINATOR, GOSNELLS BOWLING CLUB August 2018, saw the running of the first pre-season event “Bowl Over Cancer”.

Another event in August, the Club held the annual Soup Day, with proceeds going to the Amanda Young The Club was pleased to welcome Seiko Humble Foundation - a non-profit community organisation from Cancer WA, thanking the Club and bowlers for formed in 1998 following the tragic death of Amanda their support and gave a short talk on the work being Young from meningococcal septicaemia at the tender undertaken by the Council. The Council is Western age of 18. Australia’s leading, independent, evidence-based cancer organisation and the only one fighting every Her parents, Barry and Lorraine Young, established the Foundation with the aim of reducing deaths in cancer from every angle. WA from meningococcal disease, and supporting In Western Australia alone, there are almost 12,000 survivors of the disease. There have been 16 cases new cases of cancer diagnosed each year, that of meningococcal disease reported so far in WA this number is expected to rise. Currently, over 87,000 year. A total of 46 cases were notified in WA last year, West Australians living with cancer needs help. which have doubled the number reported in 2016 the most in any year since 2005. The biggest winner on the day was the WA Cancer Council, with over $2,000 raised. The bulk of the The 18 delicious soups were a great hit and the money, $1,457, was from the efforts of a club raffle table was filled with great prizes. The Club was member Peter McKelvie, who grew his facial hair pleased to hand over a cheque for $725 - a great result considering the weather! with the Club’s colours. Also congrats to the club member, Doddy Innes who completed Dry July, raising over $700 for the Council. As all monies raised goes to the Council, the Club donated wine, cooling towels and stubby holders for the winners!

PETER MCKELVIE & SEIKO HUMBLE

Club members also assisted the Foundation at the annual Amanda’s Garden Fete, held on Saturday, 27 October and Sunday 28 October.

LADIES CAPTAIN ANNETTE SHERIDEN, LORRAINE & BARRY YOUNG, VICE PRESIDENT ROB GIBBONS

Quality Training for Quality Hospitality Staff

50% OFF

Clubs WA Inc. Registered Training Organisation Code 6226

www.hat.edu.au

LIKE & FOLLOW US 9

CLUBS WA NOTES & REMINDERS ASSOCIATIONS INCORPORATION ACT 2015 TRANSITION The last day of the three-year transition period for the Associations Incorporation Act 2015 is Sunday 30th June 2019. As of 1st July 2019, relevant clauses of the Model Rules (contained in the Associations Incorporation Regulations 2016) will automatically apply where a club’s constitution is non-compliant or silent under the new Act. • For example: if your current constitution does not state the club’s financial year, on the 1st July 2019 the club’s financial year will be 1st July to 30th June as per the Model Rules. To avoid any inconvenience in the governance of your club, ensure your club’s Constitution: • Includes a not-for-profit clause; • Provides for 19 specific matters set out in Schedule 1 Divisions 1 and 2 of the Act; • Is consistent with the requirements of the Act. Information and templates to assist in updating your constitution are available on the Clubs WA website at: www.clubswa.com.au/Members/ Club-Constitutions In addition to the requirements of the constitution, there are key obligations relating to General Meetings, Records and Notification of Consumer Protection that are in force now. Please contact Clubs WA for further information. Important notes about Constitutions: • The Constitution can only be changed by passing a special resolution at a general meeting of the association • Your club Constitution will detail the name, objects, methods of management and other conditions under which the club operates. • The Constitution binds the club and the

members of the club as if: • It contained an agreement on the part of each member to be bound by and observe all the provisions of the rules; and • That agreement was duly executed by each member • Incorporated clubs with a liquor licence must also follow the requirements of the Liquor Control Act 1988. Clubs WA also conducts regular workshops including Updating your Constitution and Committee Compliance. To register your interest, please contact Ian at marketing@clubswa.com.au. IAN DANG, MARKETING MANAGER 3 months into the job, I have met amazing partners and members. A big thank you for everyone’s encouragement. Since the past Service Bulletin, Michelle and I have been working on the new Clubs WA’s website, which we anticipated will be up and running early next year. I am collaborating with other training organisations to provide relevant workshops and seminars for the members throughout 2019. Now that the Clubs WA Industry Forum and Supplier Expo 2018 has been finalised, I am working on the AGM and Sundowner event. We have already passed 50% capacity. RSVP NOW! Your club success, is our success! We are now providing grant writing/submission services at Clubs WA and the team is waiting to assist you. We love to hear from you, please send us your stories, we love to promote your articles/events on our Facebook page, Twitter, website, E-newsletter and more.

45,000

reports of cybercrime were received by the Australian Cybercrime Online Reporting Network (ACORN) in 2016. The highest number of reports came from citizens in Victoria.

14,804

cyber security incidents in the private sector were responded to by the Computer Emergency Response Team (CERT) Australia between 2015 and 2016.

02 Managed Service Providers have been

targeted in a global malicious cyber campaign since mid-2016, according to the Australian Cyber Security Centre (ACSC). Some of the targets include companies operating in Australia.

$142

is the average cost per record lost or stolen in a data breach.

of Australian organisations detected a security breach on at least a monthly basis during 2016 – more than twice as often compared to 2015 (24%)

24%

of Australian businesses experienced a ransomware incident on at least a monthly basis in 2016.

81%

2 in 3

of Australian organisations have increased their IT security spend compared with the previous year.

5 hours is the

46%

of data breaches are the result of a malicious or criminal attack.

minimum amount of time it took businesses to recover from a single ransomware incident.

78 is the number of machines

841 is the number of cloud

compromised, on average, in a data breach.

applications an enterprise has in use, on average. 87% of cloud applications do not adequately encrypt data.

71%

of Australians are concerned about having their personal information stolen.

Want to learn more? Contact your dedicated Clubs WA insurance broker, Tania Newson, for advice on how to minimise your risk exposures with cyber insurance. P: 08 6250 8322 E: tania.newson@ajg.com.au

38%

27%

of data breaches are caused by human error.

2015

C-level executives have high or very high involvement in their organisation’s cyber security initiatives.

You Need To Know

59%

17%

of reported cyber security incidents in the private sector target banking and financial services.

Facts & Statistics

It’s the number one threat facing Australian businesses, but how much do you really know about cybercrime? We’ve gathered 20 need-to-know cybercrime facts and statistics to get you up to speed on this rapidly growing threat.

2016

CYBERCRIME

is the amount by which the costs of managing cyber security risks for businesses will increase over the next ten years.

$2.64 million is the average total cost of a data breach in Australia.

3.75GB

of data is the average amount of data stolen in a data breach in the Asia Pacific region. This figure is likely underreported, so the real figure may be much higher.

US$2 million

is the potential financial impact of leaked cloud data for the average organisation.

23%

of Australian organisations are implementing a Chief Security Officer role within the next twelve months.

HEALTH PROMOTIONS. ITS SO MUCH MORE THAN POSTERS AND PAMPHLETS AMBERLEE NICHOLAS, CAMPAIGN MANAGER, ACT-BELONG-COMMIT

As a uni student in the early 2000’s, a group of us went out to shopping centres and other public places to ask people ‘What is health promotion?’. Not surprisingly, most responses were related to the visual promotions we all see: posters, pamphlets, TV advertisements – calling for us to make healthier choices. Of course, health promotion does include the typical poster and pamphlet, however the real work is often behind the scenes and operates on a much deeper level. An effective health promotion strategy influences policy, gives people the necessary skills to

make health choices, looks at how we can modify the environment, inspires communities to come together for a common cause and gives our health services a makeover to better meet the needs of individual and population health. When working in combination, these strategies are designed to make it easier for people to make healthy choices, which in turn leads to advancements in individual and population health. Let’s use Act-Belong-Commit as an example. Developing Personal Skills The Act-Belong-Commit campaign gets people thinking about what they can do to look after their mental health and well-being by encouraging people

Seeking passionate Volunteers to conquer the Club Industry WE NEED:

• Events Coordinator • Graphic Designer • Writer/Journalist To join the Clubs WA team, please email a cover letter and CV to marketing@clubswa.com.au

AMBERLEE NICHOLAS, CAMPAIGN MANAGER, ACT-BELONG-COMMIT to actively do things to enjoy better mental health. The campaign prescribes keeping our bodies and minds active, getting together with family, friends and the wider community, and doing things that offer a sense of meaning and purpose in life. Resources such as the Guide to Keeping Mentally Healthy take people step-by-step through improving their mental well-being. Strengthening Community Action Over 200 partners have adopted Act-Belong-Commit to improve the mental health and resilience of their community. These organisations strive to increase participation in sport, arts and volunteering. They all share a vision for creating stronger, healthier and more cohesive communities. Creating Supportive Environments We are more likely to make healthy choices when it’s easy. The Act-Belong-Commit campaign works with local governments, sporting organisations, arts groups and more to create healthy, friendly and supportive environments that encourage community members to ‘Act-Belong-Commit’. Partner organisations are encouraged to provide an inclusive, welcoming environment for all people.

working with people once the early signs of mental illness are present, rather than trying to prevent them in the first place. Building Healthy Public Policy We put mental health promotion on the agenda for policy makers from education, the arts, sport and recreation, seniors’ interests, policy services and local council, as well as the health sector.

So Why Do Health Promotion? It simply makes social and economic sense. It’s estimated that the annual cost of mental illness in Australia is approximately $70 billion, which includes the costs from loss of productivity and participation in the workforce (National Mental Health Commission, 2017). Brave, long-term commitments are needed by governments to increase investment in mental health promotion and illness prevention, to curb the increasing costs of mental ill health, reduce the burden of mental illness, and create stronger, healthier, happier people and communities.

Making Over Our Health System Government and community organisations have shown a serious commitment to mental health promotion by funding and adopting the Act-BelongCommit campaign. Prior to the campaign, most mental health promotion and illness prevention activities were focused on early intervention, that is,

13 13

13th

INDUSTRY FORUM & SUPPLIER EXPO

Supplier Expo 2018 IAN DANG, MARKETING AND BUSINESS DEVELOPMENT, CLUBS WA A successful supplier exhibition specifically for the clubs industry: This year, we had 26 engaged exhibitors promoting new grants, products and services to Clubs WA members. A huge hit was the ‘Exhibitor Boarding Pass’ which made it exciting for both the members and exhibitors as an easy transition to interact with one another. The feedback Clubs WA gathered was that the Trade Exhibition was a great event. Giving delegates the opportunity to network with other likeminded club members enables them to bring back support and ideas to benefit their own club. We are now planning for next year’s event, making it bigger and better. THÉRÈSE BEMET, CLUBS WA

ROB GRANT, BIRCH AND WAITE

MAREE COPE, STODDART

DANIEL PAPAPHOTIS & JESPER LIM FRANCIS A JONES

DANIEL ECSERI & RYAN GRAHAM, 21ST CENTURY BUSINESS EQUIPMENT

LYN GRAY & VICKI ROBERTS, FREMANTLE BUFFALO CLUB

JANE MASON, VOLUNTEERING WA

LINDA SOERIANTO, CLUBS WA LYN GRAY & VICKI ROBERTS, FREMANTLE BUFFALO CLUB

13th

INDUSTRY FORUM & SUPPLIER EXPO

Industry Forum & Luncheon 2018 IAN DANG, MARKETING AND BUSINESS DEVELOPMENT, CLUBS WA A BIG THANK YOU to our guest speakers, Jessica Patterson, Alec Weston, Leigh Radis, Nathan Russell and Sergeant Stephen Hope-Hume. We SOLD every seat in the house for the 13th Clubs WA Industry Forum. I personally want to thank all the Clubs WA members for your evergoing support in our services and events, you make this all possible. Delegates loved the forum format as a panellists style setting, especially when delegates took advantage of interacting with the guest speakers. We will continue with the format as I noticed many delegates were engaged and taking notes. For now I am working on the AGM and Sundowner event, 28th November 2018. See you there!

LEFT TO RIGHT - KAREN GILES (CLUBS WA), NATHAN RUSSELL (EHAWA), LEIGH RADIS (RACING, GAMING & LIQUOR), SERGEANT STEPHEN HOPE-HUME (LEU), ALEC WESTON (LAVAN), SEN. SERGEANT MARCUS MURRAY (LEU) & JESSICA PATTERSON (LAVAN)

VOLUNTEERING WA GILDA DAVIES, MANAGER OF TRAINING AND DEVELOPMENT, VOLUNTEERING WA

What are the latest trends for people volunteering? What are potential volunteers looking for? Times have certainly changed – a new generation of volunteers has emerged! Sometimes Clubs can feel overwhelmed with the fast-paced change in volunteering. Most volunteers are now looking for very flexible volunteering opportunities with clear start and finish dates and something that is meaningful to them. Others are only looking for one off opportunities or very short volunteering (microvolunteering). Thinking about breaking your volunteer roles down into shorter tasks is a great way to come up with these shorter roles.

You can target specific groups of people: your membership, local neighbourhood, or become a member of Volunteering WA and write an engaging/ appealing advertisement. Your advertisement will go on Volunteering WA’s website, SEEK Volunteer and the Go Volunteer website. Any advertising needs to show the benefits to the person for volunteering for your club. Volunteering WA has a Recruiting workshop coming up which will also look at writing attractive advertisements.

Giving potential volunteers “mini experiences” to try out is a great way to show them what you do. But it’s important for them to know why you do what you Do the statistics show that volunteering is growing, do. declining or just changing? Our studies show 4 out of 5 West Australians How do we keep our existing volunteers - without it volunteer either formally or informally and there is a costing us too much money and resources? very strong interest in volunteering. We believe this There are many strategies available to keep interest will continue to rise, however Clubs will need volunteers. Some volunteers may join through guilt to significantly adapt to changes and expectations of that the service will stop without them, or because younger volunteers. no-one else will step up. This isn’t a great way to keep volunteers. If you can provide volunteers with How can we get more volunteers? What do we a great experience, they will want to come back. But need to do differently compared to ten years ago? be careful that you don’t ask for a marriage before We’ve become a bit of a “kit culture”, with many of you’ve started dating volunteers…. bring volunteers us too fatigued by daily decisions (look at the rise of on board slowly. The first “date” could be helping “food from scratch in boxes”). A question we can out at an event. Afterwards, ask them how they felt ask is “are people too fatigued to choose a volunteer about the experience and invite them to come back opportunity?”. If so, Clubs need to make it really again. Once you’ve done this a few times, ask for a 3 easy for people to participate. month commitment. At the end of the three months you can ask for a six month commitment, then a year Becoming an organisation of choice is every Club’s after that. You can also try and design roles that dream. To be magnetic to volunteers Club’s must allow for people to dip in and out when they can, this be clear about what volunteer motivators they can is a great way to keep people engaged over a longer satisfy. You need to consider what is so special or period and avoid burnout. unique about your Club and think about what you can offer that no other Club or organisation can It’s important to have someone in charge of offer a volunteer. Is it networking, socialising, fun, volunteers to coordinate their efforts, to thank and contacts, being part of something big? reward them.

INTERVIEWING OUR PARTNERS

Rewards can be a simple “thank you”. It’s important to let volunteers know that their efforts matter and what they are working towards. There are grants available to thank volunteers and Volunteering WA works in partnership with Lotterywest to provide Clubs up to $1,000 towards a volunteer celebration during National Volunteer Week in May. High quality social exchanges, such as sundowners, BBQs, games nights etc, don’t cost a lot of money but they build trust when people get to know each other and enables a strong team to form. Continued learning opportunities are one of the concrete ways to retain volunteers, and training is seen as a significant tool for retention. How do we introduce new volunteers into the ‘culture’ of the club with existing volunteers? How do we get them to ‘work’ together? This is a big question that could take a whole article to answer. Initially you could ask the existing volunteer to act as a mentor for an agreed period of time and help them learn the role. Again we can provide specific training to cover the induction and training of new volunteers. How do we plan for our older volunteers to reduce their volunteer tasks or even with completing their volunteer role? A “buddy system” works well in many Clubs. This is where a younger volunteer is assigned to an older volunteer, to assist and learn. It’s a great way to onboard younger volunteers too. Careful matching of personalities will ensure a successful buddy pair. Should we have job descriptions for our volunteers? If so, why and how can we access templates?

Yes, Volunteering WA recommends every role has a Job Description. It doesn’t have to be big and onerous, but it should briefly outline the tasks to be done. A Job Description allows people to know what needs to be done and gives them an opportunity to say “I can do that!” Potential volunteers need to see themselves in the picture. The job description is also a vital document that can be used for managing volunteer work. There are a whole range of job description templates available http://sport.volunteeringwa.org. au/resources.aspx from Chair to Club Coordinator. You’ll find so many resources for pretty much any volunteer role you need. If you can’t find it here Google is your friend. What resources are there to help us recruit volunteers? We recommend connecting with your local Volunteer Resource Centre. You can find a list on Volunteering WA’s website https://www.volunteeringwa.org. au/contact/volunteer-resource-centres-andvolunteering-wa-hubs Posting position on the national volunteer database will give you the greatest exposure for your vacancies and you can also use social media to link back to the advertisement. Volunteering WA does a Saturday Shout-out for new positions. See our facebook page for examples. Volunteering WA also offers really worthwhile and beneficial training to Clubs that are serious about their volunteer program. Call Volunteering WA’s Manager of Training and Development, Gilda, on 9482 4304 or gilda@volunteeringwa.org.au to discuss which learning opportunities are best.

Clubs WA “How to” Series Telephone Etiquette JEAN DAVIS, OFFICE AND TRAINING ASSISTANT, CLUBS WA In this edition of the Clubs WA “How to” series, we Before taking a phone call, make sure you have: will be reviewing. The proper etiquette for telephone a) a good understanding of your organisation, conversations; the impact of unknown factors on b) knowledge of the organisation personnel and individuals’ behaviours and how they translate what they do, through the telephone; and much more. c) knowledge of how to use your telephone system, and 1. What is the best greeting to use when answering d) a reference guide of your computer systems the phone? and databases. Two of the most important aspects of a telephone greeting are: 3. How can I multi-task with phone calls? a) the name of the company, and The role of the receptionist is one of the hardest b) your name. roles. Transferring calls can be difficult. This is where multi-tasking comes in. Although humans are an intelligent species, we tend to not listen to every single word a person says; we When you transfer the caller, whoever you transfer pick up the first and last details we hear. Therefore, them to will need to know some information the best greeting to benefit the human frontal lobe beforehand. So, when the caller is talking, take notes is “(Company Name), this is (Your Name)”, which is of their issues. Ensure you take down their name and simple and straight to the point. where they are calling from as soon as you hear it. Your telephone greeting is the most important part of a telephone conversation. Not only does a greeting inform the person of where they have called from and who they are talking to, but it also sets the tone of the conversation.

Take down key information and make sure it makes sense – the last thing you want to do is to take down notes that even you can’t understand. Finally, try to avoid distractions that could lead to omitting relevant information.

2. How can I prepare for an incoming call? Using these tips will make the experience easier Preparing for incoming calls is simple once you have when you transfer the caller. the necessary background information.

4. What is the iceberg model? And how does it help us understand? Unbeknownst to most people, when speaking on the phone there are many things that impact what we say and how we say it. This is why we refer to the Iceberg Model.

Make sure you know all the details of what you are calling about – you don’t want to have the person on the phone waiting while you scramble to find information. Make sure you have all the necessary contact details in front of you, and always be prepared to leave a message.

The Iceberg Model is something that helps us understand others and how we handle phone calls from a variety of individuals. The first thing we notice when talking to the caller is the tone of their voice, the words they use, and how they are reacting towards us overall. This is considered the Observable Data of the Iceberg. The Observable Data is what we base our opinion and is the driving force on how we respond.

8. How do I close calls? Closing calls can be one of the hardest things to do, but using these tips can reduce its difficulty. In no time, you will be a pro! The best way to close phone calls is: a) repeat any details that needs to be actioned, b) assure that anything promised will be completed, c) make sure to leave the call on a positive note, d) use the standard call phrases such as, “thank you for calling”, “have a nice day” or “feel free to call back if you require further assistance”, and e) always make sure the caller has ended the call before hanging up.

Often, we don’t realise there is a myriad of factors that contribute to the caller’s attitude under the surface – we call this area the Invisible Data. Invisible Data is the thoughts, feelings, beliefs and values that the person holds. These factors unknowingly impact how the caller responds to you.

For more information on Telephone Etiquette head over to the ATI-Mirage Training and The key to better understanding and handling any Business Solutions website. ATI-Mirage also phone call is to be aware of the differences in each offers a wide range of other training in IT Desktop person – not only the differences in the Observable Solutions; Professional Development; Wellness; Data but also the Invisible Data. and National Qualifications. 5. How do I take messages? Always make sure to take down the following information when taking a message: a) the caller’s name, b) where they are calling from, c) their direct phone number, d) what they require or need actioned, and e) who they are trying to get in touch with. 6. What are the key ideals to utilise when handling a complaint? The three main ideals to utilise when handling a complaint are: a) taking ownership, b) taking accountability, and c) taking responsibility. 7. How can I prepare for outgoing calls? Just like preparing for incoming calls, preparing for outgoing calls is also simple if you know what you are talking about.

VALUING VOLUNTEERS IS VITAL MELISSA WARLAND, WRITER, CLUBS WA One of the many stereotypes of Australians is that we are highly sociable, sporty creatures who love a beverage or two either during or after any given sporting game (responsibly, of course). Whilst this is true for many of us, the club mentality of sporting establishments in our great country means that we are regularly interacting in a way that requires human effort. From coaching teams to preparing food for that highly anticipated post match feed – clubs need volunteers. Not only that, but those volunteers should be highly valued. The most recent data from the Australian Bureau of Statistics (ABS) shows that across Australia, community sport and recreation operates with the assistance of 2.3 million volunteers, who put in close to 180 million hours of work to make sure our clubs run as smoothly as possible. Of all the areas in which people may volunteer their time, sport and physical recreation has significantly higher numbers. The different tasks that volunteers may undertake include organising and running fundraisers, coaching, umpiring, as well as food service and preparation, not to mention administrative and office duties.

The ABS also reported that the most common reason why people volunteer is to give back to the community. This community spirit is something that makes Australia such a wonderful place, where there are always people that are more than happy to give their time to contribute to the sporting culture that we collectively adore. Other popular motivations for volunteering included: Personal satisfaction; personal or family involvement; social contact; and to be active. Interestingly, getting the first pick of someone’s mum’s homemade brownies wasn’t a listed category! Without volunteers, our sporting and recreation clubs would not be able to operate in the way that they do today. Volunteers are one of the most valuable resource to any local club, and the sociable and relaxing atmosphere that we Aussies love come game day can be highly attributed to the work that volunteers put in. Anyone who volunteers their time to meticulously slice those highly anticipated half time oranges into perfectly equal eighths should be a valued and respected member of your club.

Please note: There are plenty of reasons why our volunteers do International Volunteer Day what they do, besides being able to crack open a Wednesday, 5th December 2018. few cold ones with good company on the weekends.

Not all Heroes Wear Capes Your Occupational Safety and Health Representative

How safe is your club? Creating a safe place of work for your staff and a safe space for your members/visitors is an essential function of club management. To help you in this, your Safety and Health Representative(s) is empowered to promote the safety message, identify potential hazards and ensure that action is taken to improve health and safety outcomes.

Safety and Health Reps Training for CLUBS Are your Club Safety and Health Representatives compliant? Did you know this course is strongly advised for them? Are you aware that WorkSafe recommends that Representatives attend an accredited introductory training course and then a refresher training every two years? A Safety and Health Representative (OSH Rep) is a vital communication nexus between employees/volunteers and club management, to ensure that safe working conditions are in place, and that safe methods of work are consistently followed. Accredited by WorkSafe WA, the ATI-Mirage OSH Reps course provides a practical understanding of the core functions of an OSH Rep and the legal requirements and boundaries pertaining to this role.

Upcoming Course Dates 5 Day Course: 19-23 Nov’18, 11-15 Feb’19, 6-10 May’19 ($950 GST-free per person) 2 Day Refresher: 19-20 Nov’18, 11-12 Feb’19, 6-7 May’19 ($490 GST-free per person)

For more information, please call 08 9218 9059 or visit www.ati-mirage.com.au to make a booking.

THE RISE IN WOMEN’S SPORTS MELISSA WARLAND, WRITER, CLUBS WA In recent years, the rapid growth in women’s sport has allowed many sporting clubs in WA to expand their teams and club members across a number of sports. The Australian Sports Commission leads a national survey (AusPlay) that collects data regarding the participation in sport and recreational activities of Australians throughout the nation, as well as relevant contributing factors. The AusPlay survey results that were released in June this year revealed a number of pleasing statistics regarding women’s participation in sport, which was based on data collected throughout the entirety of 2017.

fitness, social aspects as well as fun and enjoyment as the main reasons. These results can be seen to emphasise the mentality that is had around sports across many clubs, and gives an insight into the member operation of clubs throughout the country. The statistics and number of women in sport can be expected to rise in 2018 and beyond, with the implementation of several programs and funding that allows for the shift in gender based participation rates. In August, the McGowan Government announced a $250,000 annual fund that is set to benefit women’s sport in Western Australia by enabling our grassroots clubs to enhance changeroom and other club facilities so that women will feel more comfortable in the club environment. This works hand in hand with the implementation of the Community Sporting and Recreation Facilities Fund (CSRFF), which aims to help local sport and recreation clubs with sustainable and quality infrastructure.

In terms of women’s sport, it was found that there was a substantial increase in sporting that was undertaken through sport and recreational clubs, meaning that many clubs experienced member growth during that period. The particular sports that obtained high use through club memberships included Australian rules football, tennis, golf, soccer, rugby, hockey, basketball and netball, with the number of women participating in these sports having increased at an exponential The government assistance, in conjunction with the high number of women participating in sport, scale. especially at higher levels, will mean that women’s The survey also reported the main motivations sport should continue to blossom on a state and behind participation in sport, with the women’s national level. demographic reportedly naming physical health and

GET ON TOP OF YOUR CLUB FINANCES KATE FARRELL, WRITER AND MARKETING ASSISTANT, CLUBS WA

I spoke to Michael Saunders, director of B & C Finance, to understand more about the importance of successful financial management of clubs. B & C Finance have an established track record of helping clubs, their members, family and friends with all aspects relating to finance.

of referral fees to purchase equipment and meet running costs: A win – win situation for all. In being the President of a local sporting club, Michael fully appreciates the club experience and empathises with the many challenges faced by our industry, especially around fundraising activities that often sees a few doing a lot for not much return. This is one reason why Michael is so keen to help in this area.

They help save money on loans, improve financial structures and help in the understanding of lending terms and conditions. Something which Clubs WA benefitted from in engaging B & C Finance to With more than 30 years’ experience in the finance reassess our banking needs and ultimately to assist industry and access to more than 25 finance in switching lenders. providers, Michael can provide clubs, members, family and friends with informed advice and In engaging B & C Finance, clubs can also raise funds industry tips on how to meet their specific financial through a generous referral payment program. needs. B & C Finance always apply a customer first finance approach to ensure the primary benefit goes to the Whether you need help with debt finance, cash customer needing finance and then a benefit to the flow finance or transaction banking, B & C Finance club as a reward. This is a simple yet very important can help you and your club. way of how B & C Finance operates. Let B & C Finance be part of your clubs fundraising Being active in the community is also important to activities through the provision of quality finance B & C Finance at both a professional and personal assistance to help clubs, members, family & friends level. meet their finance needs. In return your club will be rewarded with a generous referral payment The organisation is a strong supporter of Cystic program which has no cost to establish or maintain, Fibrosis WA, including assistance for its 65 Roses is not bound by sporting seasons and has no limits Day in May and its annual George Jones Charity Golf on the benefits payable. Day. A relationship with B & C Finance is a win for both Michael Saunders has also established personal your club and club members. relationships with local sporting clubs including Contact Michael from B & C Finance today and Settlers Netball Club, where he is the President and discover how he can Rockingham Baseball Club, where he played some “Help you help your club through provision of strong 20 years ago. and clear finance solutions” This has seen club members benefit from help with Michael Saunders: 0427 548 871 their finance and both clubs benefit from payment michael@bcfin.com.au

Business Directory

Make sure to mention Clubs WA to receive great deals and discounts from suppliers.

Liquor Specialists

Legal Partner

Lion Ph: (08) 9350 0407 www.lionco.com

Lavan Ph: (08) 9288 6000 www.lavan.com.au

Carlton & United Breweries Ph: 132 337 www.cub.com.au

Accommodation

Oatley Fine Wine Merchants Ph: 1800 628 539 www.buywine.robertoatley.com.au

Crown Perth Ph: (08) 9362 7777 www.crownperth.com.au *Promo code available

The Alchemist Ph: (08) 9755 5007 www.alchemistswines.com.au

Metro Hotel Perth Ph: (08) 9367 6122 www.metrohotels.com.au

Samuel Smith and Son Ph:1300 615 072 www.samsmith.com

*Promo code available

Gaming Specialists TAB Ph: 13 23 68 www.tabtouch.com.au Mal Atwell Billiards and Bingo Ph: (08) 9354 9150 www.malatwell.com.au

Finance & Strategic Management B&C Finance M: 0427 548 871 (Michael Saunders) www.bcfin.com.au Club Plus Superannuation Ph: (02) 9376 9422 www.clubplussuper.com.au Francis A Jones Ph: (08) 9335 5211 www.faj.com.au

Insurance Gallagher Ph: (08) 6250 8300 www.ajg.com.au

Signs & Flags WA Flags & Banners Ph: (08) 9467 4646 www.waflags.com.au

Pagoda Resort & Spa Ph: (08) 9367 0300 www.pagoda.com.au *Promo code available

Gas & Energy Trans Tasman Energy Group Ph: 1300 118 834 www.tteg.com.au WA Energy Ph: (08) 6141 3252 Website: wa.energy

Hospitality & Venue Specialists Stoddart Manufacturing Ph: (08) 9414 1343 www.stoddart.com.au

Ask our sponsors about their special deals for Clubs WA members

Music Licensing & Entertainment PPCA Ph: (02) 8569 1111 www.ppca.com.au MooV Music Ph: 1300 139 913 www.moomusicnow.com.au

Technology 21st Century Business Equipment Ph: (08) 9321 8902 www.21stcenturybuisness.com.au

Health, Safety & Community Road Safety Commission Ph: 1300 999 772 www.rsc.wa.gov.au St John Event Health Services Ph: (08) 9334 1311 www.stjohnambulance.com.au U.G.L.Y Bartender Fundraiser Leukaemia Foundation Ph: (08) 6241 1010 www.leukaemia.org.au Act, Belong, Commit Ph: (08) 9266 4648 www.ctbelongcommit.org.au

AV Partner

Gourmet Food

AV Partners Ph: (08) 9362 7653 www.avpartners.com

Birch and Waite Ph: (02) 8668 8000 www.birchandwaite.com.au

Training Specialists Hospitality Alliance Training Ph: (08) 9417 7149 www.hat.edu.au ATI-Mirage Training Solutions Ph: (08) 9218 9059 www.ati-mirage.com.au *Promo code available

People on the Move The following is a list of opportunities available across Western Australiaâ&#x20AC;&#x2122;s vibrant club industry. Do you have a vacancy open within your club? If so, we are happy to include it in the next issue of our newsletter, in our weekly e-updates and on social media. This is a free service for our members. Please email the job description to marketing@clubswa.com.au.

Manager

Coach

Kellerberrin and District Club

Subiaco Football Club

Please contact the Club President or Vice President at reid@kellerberrin.wa.gov.au or rex@livestockandland.com.au

Bar Manager Denison Bowling Club

Boating Services Officer Royal Perth Yacht Club

Head Chef Coogee Beach Surf Life Saving Club

The list of employment opportunities can be found on seek.com

Members get 50% off On all Clubs WAâ&#x20AC;&#x2122;s nationally accredited & non-accredited industry training Clubs WA (Trading as Hospitality Alliance Training) RTO Code 6226

The Road Safety Commission is a proud Partner of Clubs WA.

Clubs WA is proudly supported by leading industry partners and suppliers

Platinum Partners AV Partner

Legal Partner

Gold Partners

Silver Partners

Bronze Partners

Industry Supporters

PO Box 5101 South Lake WA 6164 • 2/12 Hammond Road Cockburn Central WA 6164 Email: info@clubswa.com.au • Telephone: 1300 640 616 • Facsimile: 1300 503 907 • Website: www.clubswa.com.au