Dictionary of Terms
Dictionary of Terms
Active Client
Activity
A client Drake is currently commercially trading with, criteria has current Terms of business in place, passed a credit check and has traded with in the last 12 months.
The Activity / Activities tool in FT360 can be utilised where tasks or actions need to be performed, or a reminder is required.
After Placement Service
Post placement service provided to the client to monitor the progress of the candidate during the Replacement Coverage Period.
Applicant Any individual who has applied for a role through Drake.
BDI
Behaviour Description Interview. Interview questions, based on previous experience, by which the interviewee can demonstrate likely behaviour in a given situation.
Billed Placement Placement who has commenced with a client for which an invoice has been raised.
Bill Rate Hourly rate charged to clients for services rendered.
Branch Manager The senior member of the branch who is responsible and accountable for the branch.
Candidate Any individual registered with Drake.
Client Relationship Manager
Sales person who manages specific client accounts, grouped together either by industry, size, or location, and has a strong focus on the development of new business.
C:A
Client to Applicant. Measures the balance between client and applicant DFE expenditure. There is no set standard to this ratio as it will fluctuate to market conditions.
C&I Call and Interview - Scheduled face to face business meeting with a client or potential client (each meeting counts as one C&I regardless of the number of representatives the client / prospect has attend).
C & I New Business - Scheduled face to face business meeting with a potential “Suspect” or “Prospect” client.
C & I Existing Business - Scheduled face to face business meeting with an “Active” client.
C & I Cold Call - Un-scheduled face to face business meeting with a potential “Suspect” or “Prospect” client.
C & I Account Service Review - Scheduled face to face business meeting with a “Active” client to review the accounts service levels.
C & I Contractor Performance Review - Scheduled face to face business meeting with a “Active” client to review the performance of contractors onsite.
Cancelled Order A client order which has been withdrawn by the client and is no longer operable; or an order where we are unable to supply to the client.
C.A.T.M.
Classification
Controlled Account Territory Management. Defines the territory allocated to an Account Manager or Consultant to effectively control, manage, develop, and service those accounts.
Classification is a systematic process of evaluating the duties, responsibilities, scope, and complexity of a position description to determine the job title and pay level that most appropriately matches the job specifications and standards.
Client The customer who will pay Drake a fee in exchange for services rendered.
Client Hierarchy Identifies the Client Company Hierarchy “tree” linking all Client companies that form part of the overall organisational structure.
Client Owner Client Owner identifies whom within Drake manages the client via their C.A.T.M and is responsible for the management of the Client.
Client Record Customer record detailing all placement activity and documented contact activity.
Client Status
Comment
A means of indicating a Client’s current relationship with Drake. The Client progresses through a number of stages once created in the system – i.e. from “Suspect” to “Prospect” to “Active” to “Inactive”. Based on the activity with Drake, each Client changes in status and these are identified by the allocation of a “Client Status”.
Client status stages;
Suspect – Basically a Lead, no activity in last 3 months, unqualified opportunity
Prospect – Activity within last 3 months, “Qualified” opportunity, a prospect client should have a sales and marketing plan to progress toward conversion to ‘Active’.
Active – Current TOB’s in place; Either active jobs on or has been invoiced within last 12months, all active clients (like prospects) should have had activity in the last 3 months.
Inactive – No current TOB, No activity in last 3 months, includes an Inactive Reason.
Comments are to be created to note interactions with Clients, Contacts, Candidates and to record important information relevant to the record.
Competition
Confidentiality Agreement
Any other source which may cause a client profile to be withdrawn from us and subsequently result in a cancellation.
Standard agreement signed by all Contractors in order to protect client information/ confidentiality.
Consultant Drake staff member responsible for service delivery to clients and candidates.
Contact (Client Contact) A client representative for example; Hiring Manager, Decision Maker, Accounts payable.
Contractor Individual or company engaged on a contractual basis.
Pay Rate Hourly rate of pay to casuals for hours worked.
Corporate Policies Documented Drake business policies.
Cost of Sale (COS)
Costs which are incurred as a direct result of a sale being generated, e.g. wages to casuals, fringe costs (on-costs), client paid advertising, volume rebates, PPE, etc.
Count Average number of contractors out working on assignment with client companies on a daily basis.
Credit Check
Also known as a credit enquiry, is where Drake accesses a potential customer’s credit report to determine risk of trading and likelihood of payment.
Debtor Entity in FT360 that contains the Billing Profile of the Client Record. Controlled by the Accounts Receivable Team and is associated with both FT360 and Epicor Kinetic.
DFE
Decision Fixed Expense. All costs incurred specifically to obtain clients (orders) and applicants (hirings), i.e. sales and marketing expenditure.
DFR
Decision Fixed Return. Measures revenue return for each dollar spent in DFE, and calculated by dividing the total net revenue by total DFE. The minimum should be $3.50; preferred is $5.00.
DFO
Decision Fixed Overhead. Measures the ratio of DFE (sales and marketing expenditure) to every dollar spent in overheads, i.e. measures the relationship between the efforts required to develop client volume (DFE) and the cost incurred internally to service those clients.
Drake Talent Network Where candidates can sign up for Job Alerts via the Drake Website and become part of the Drake Talent Network. Candidates have their own communications journey and are held in Veritone, a separate database to FT360 for initial subscription and review.
Drake Service Evaluation Form sent to client for completion so as to gain feedback on service provided to client by Drake.
Drake Service Lines Drake Staffing
Drake Medox
Provides temporary and permanent staff for skilled and unskilled applications covering all trades, technical and industry sectors.
Provides Disability Support Workers and Registered Nurses on temporary or permanent basis to hospitals, nursing homes, and private sector.
Drake Government
Drake Professional
Specialises in providing temporary and permanent recruitment services for Local, state and federal government. Also includes not-for-profit. White and Blue collar.
Specialises in providing permanent job placement across white collar and professionally skilled roles. Also, professional skilled contracting and casual roles.
Drake Wellbeing Hub Provides EAP and counselling services to clients.
An expense claim is a formal request made by an employee, to seek reimbursement for approved out-of-pocket expenses incurred during the course of their work-related activities.
Tangible items that the company expects to own for more than a year and can use for long-term financial benefits and spread cost to branches over a period of time, instead of in a lump sum.
A
candidate who leaves the client’s employment for whatever reason within the Guarantee or Replacement Coverage Period.
Fixed Overheads
Committed expenditure made by the branch that cannot be easily changed based on results. These expenses do not vary with sales but rather remain constant month to month, i.e. rent, salaries, etc.
First Day Call
Float CV
Fringe Costs / On-costs
Service call made to client on the first day, or first few days, of the assignment, to ascertain if the contractor is settling in and performance is meeting client expectation. Comments regarding the performance of the contractor are recorded in FT360.
Float CV / Spec Out - The act of a recruiter e-mailing in a CV or Candidate Profile of a candidate to a company that the recruiter thinks that company might be interested in.
Statutory On-costs, are incurred as a direct on cost to paying wages, eg. Payroll tax; superannuation, and workers compensation costs.
Wage On-costs, are part of the pay process and are calculated during a pay batch. These costs are reflected in the cost of sale in the relevant margin reports and impact Net Revenue calculations.
Bill On-costs, are the client specific or agreed on cost rates that reflect in client reporting. They do not impact Net Revenue calculations.
A full-time equivalent, sometimes abbreviated as FTE, is a unit to measure employed persons in a way that makes them comparable although they may work a different number of hours per week.
FTE
Drake Casuals - FTE Calculation is, total Hours Billed per wk divided by 34 hrs = Total Count for week
Internal Team Members - FTE typically equals the hours worked by one full-time employee over a standard period.
JD / PD
Key Account
Last Day Call
Mail Codes
Job Description or Position Description. The information provided by the client as to the specifics of the job requirement.
Any client account identified by a dollar value spent as being “Key” or of major importance for further development and marketing effort.
Service call made to client on the day before, or the last day, of the assignment, to ascertain if the contractor is to extend on the assignment, or if finished. Comments regarding the performance of the contractor are recorded in FT360.
Method of identifying which client contacts should receive various marketing artefacts in FT360
Margin
Marketing: Introduction
Marketing: Value Add Email
Refers to the Net Revenue contribution, expressed in dollars, or as a percentage of the sales figure. The Margin identifies the percentage of total sales remaining to run the business after cost of sale expenses are deducted.
Outreach email to a new prospect, introduction to Drake services
Outreach email to either an existing client or a prospect client, to provide regular value add information / insights.
MSSE
National Account
Muscular Skeletal Screening Examination. A pre-employment physical screening check of the candidate to determine functional flexibility and fitness for job placement.
A national account is a significant client relationship with a large organization that operates across multiple locations or regions within the country. It represents a key client relationship that demands a comprehensive, strategic approach to meet the diverse and widespread hiring needs of a large organisation.
N/A Not
N.P.B.T. Net Profit Before Tax. The net branch result after all expenses and corporate allocations have been deducted from total sales.
N.R. (Net Revenue)
i) Is the dollar amount difference between cost of sale and the hourly client charge rate for flexible staffing service lines.
ii) Is the dollar amount difference between gross sales, cost of sale and credit notes for the permanent service lines.
iii) Is the amount which represents the true income of Drake and from which all overheads, DFE and profits must be met.
No Show Candidate who fails to keep a scheduled appointment with either a Drake staff member or a Drake client.
Open Order / Vacant Job
a) Temp Service Lines – when the client order for staffing remains unfilled on the expected start date.
b) Perm Service Lines – when the client order is still in process of being filled.
Order A request from a client for Drake to fill a specific known need.
P3
A behavioural assessment tool, combining behavioural characteristics with job related abilities, skills, experience and education used to identify what motivates employees (and candidates), how they communicate, make decisions, energy level, leadership style and even stress factors. Can be applied to hiring decisions, sales force development and management applications.
Pay Rate Hourly, daily, weekly or monthly rate of pay to casuals for hours worked.
Pay Run Specified days on which timesheets for each Flex service line are processed.
Pay Batch Systematic grouping of transactions in FT360 to process the pay run at a given time
Performance Guarantee Period Period in which Drake guarantees the performance of the contractor, so that if not suitable, will replace at no charge.
Phone Screen
Process of screening candidates via phone for their initial job application to determine suitability to progress to the next stage of the recruitment process.
P/L Or P&L Profit and Loss Statement. A monthly financial report detailing sales, revenue, BOP, and NPBT for that month.
Prospect Client
A client Drake is working through a sales process with. Criteria, must have a qualified opportunity and Activity booked against the client within the last 3 months
Purchase Order / PO
Proposal Sent
Performance Appraisal
Purchase order. Sometimes issued by client as a reference required to be recorded on Job orders and displayed on invoices to initiate payment.
Proposal sent refers to the action of forwarding a business proposition, Schedule of Rates or Terms of business to a client for consideration or review.
A performance appraisal involves evaluating an employee's job performance and providing feedback on their strengths, areas for improvement, and overall contributions to the organisation.
Prospecting A sales function whereby time is spent purely on finding potential clients/buyers.
QMS
Rate Enquiry
Quality Management System. The formalised system that documents all Processes and Procedures, and responsibilities, currently certified to ISO 9001 and AS45001
When a potential or existing client requests general cost information relating to our services.
Rate Schedule or Quote for Services Table of rates to send to a client that contains the relevant charge rates and additional award/condition information for the relevant position/classification
Reference Any information provided on an applicant by a former supervisor or associate.
Referral
Replacement
When a consultant discusses the suitability of a candidate selected for a specific client order with the view to confirming an interview time for the candidate with the client.
When the original candidate placed with a client leaves within the guarantee period; or when a Contractor is unable to complete an assignment and a “replacement” candidate is located.
Replacement Coverage A specific period extended to a client in which to assess the “on the job” performance of the candidate placed by Drake.
Replacement Order
An order raised to replace the original Contractor who quits the assignment before the expected finishing date. Replacement Job Order “Type of Service” should be set as ‘Replace’.
Re-registration A candidate who has been inactive for a period of 6 months or more and is now available again for assignments with Drake.
Résumé / CV A documentation of an individuals skills, qualifications, previous work history, etc.
RML Regional Marketing Licence. “Franchise” branches in regional areas that are privately owned but operate within the Drake guidelines.
RSRC - Complaint Request for Service Representative to Call. Client complaint follow up process in order to accurately identify the reason for the unacceptable performance of the contractor and the most appropriate solution to ensure the problem does not recur.
Same Day Order
Temp Service Lines – client request for staff to start on the same day as the request is made. Perm Service Lines – when a referral is made on an order within 24 hours of taking the order.
Service Evaluation An evaluation completed by candidates giving direct feedback on their experiences with Drake.
SAS / Servicing Sales and Service - The Drake Service Promise is continuously evolving, improving, and developing so as to ensure that our teams are always providing Candidates and Clients with the very best service and experience possible.
SMS Short Message Service.
S.O.P. Standard Operating Procedures
S:P Selling to Promotion Ratio. Measures the balance between direct sales and promotional expenditure in client DFE. There is no set standard for this ratio as it will fluctuate as a result of individual branch/division business strategy.
Split Referral When a candidate interviewed by one Drake Consultant is referred to an order held by another Drake Consultant.
Telesales Call Solicitation of business by telephone direct to a client company.
Temp Gone Perm
Temp to Perm
Temporary placement assigned to a client who accepts a permanent position with that client.
Method of permanent staff recruitment whereby the candidate commences as a “temp” with the view to being hired “perm” after a period of time, typically with a fee depending on the tenure and terms of business or commercial contract.
Territory A designated client based serviced by a specified consultant and/or account manager.
Testing Evaluation of applicants’ skills and potential abilities.
Timesheet
Toolbox Talk
UHC
A timesheet is a data table which an employer can use to track the days and time they have worked during a certain period.
A Toolbox Talk is a brief safety meeting or discussion held among workers to address specific workplace hazards, safety procedures, or relevant topics aimed at promoting a safer work environment.
Unit Hiring Cost. The actual cost of “hiring” a candidate. Calculated by dividing Applicant DFE by the total number of applicants hired in a period.
UOC
Variable Overhead
Unit Order Cost. The actual cost of an order. Calculated by dividing Client DFE by the total number of orders received in a period.
Committed expenditure made by the branch that can vary based on results. These expenses vary depending on sales and general volume of business, eg. telephone costs, office supplies, etc.
Walk In Any applicant arriving at our premises for an interview without a prior booking or appointment time.
WHSMS Workplace Health & Safety Management System (or also know as SMS) Safety Management System. The application Drake uses to document and manage WHS incidents and injuries.
Work Ready
Candidates have been interviewed, registered and have completed the recruitment process to be ‘work ready’. Please note, the candidate may be required to meet additional job specific compliance requirements prior to placement.
Drake Technology, Platforms and Applications.
This table covers the main platforms and applications Drake use to deliver recruitment business services.
Drake Forms A system integrated with FT360 and used to design and deploy various business forms
Drake Insight Drake Australia Intranet
Drake / Drake Medox Websites Drake Digital Shop front and Job Board
Deputy Rostering and Time Capture System, used by Medox
Elumina Safety Management system used to record and Track injury Management Processes
ENTO Rostering and Time capture system that is integrated with FT360, used by Drake Staffing.
Epicor FP&A
Epicor Kinetic
Epicor Financial Planning & Analysis - Epicor Reporting platform that produces a range of reports in addition to P&L’s and Budget/Forecast Management.
Finance enterprise resource planning system used for all Accounts Receivable, Accounts Payable and Financial transactions and reporting.
FastTrack 360 Recruitment Management System
Motion Track AI assisted MSSE Tool
Preceda Employee Perm Payroll and leave accrual management System
RatesCalc Rate Quoting Platform that connects to Fair Work for compliant rate management.
Veritone (Broadbean)
Ad Courier - Integrates job adverts to job boards and manages pre-screening qualifying process for applicants
WorkPro
An integrated platform for pre-employment checking and validation, such as Police Checks, Vevo Working rights. Also used to candidate E-learning and Induction modules
Secure Signing
Secure signing is a trusted digital signature platform that is utilised by Drake to ensure Terms of Business, Quotes and similar documentation is sent, digitally signed and returned. It uses special codes to create a digital signature that verifies both the sender's identity and the content's integrity.
Drake P3
Drake P3 uses objective, scientifically based data to highlight traits, communication, and motivational needs to predict workplace performance.
Drakewize
Drakewize is an online aptitude assessment solution that can be used to evaluate a candidate’s skills, knowledge and aptitude across a broad range of administrative and technical categories.
Drake Helpdesk
Drake’s internal helpdesk is available for technical issues, software problems, and IT-related questions. They assist with troubleshooting, maintaining systems, managing requests, and ensuring that team members have the tools and resources they need to work effectively.