maxsolutions.com.au
Annual Review
2018
Contents Introduction
4-5
Summary of the year
6-7
MAX Employment overview
8-9
Disability Employment Services (DES)
10
jobactive
11
Working with yourtown
12-13
Partnership with Brain Injury Australia
14
AccessAbility Day
15
Our work with employers
16-17
MAX Support – Training
18-19
MAX Support – Health services
20-21
News from Adult Migrant English Program
22
Training to employment – Workforce Direct
23
MAX Community
24
Our local partners
25
Remote partnerships in WA
26
School based traineeships in QLD
27
Prison based services in QLD and TAS
28
About MAX
29-33
Executive team and leadership
34
Our services
35
A message from Deb The lives of Australians are always changing. Over the last decade, changes in technology, attitudes to the traditional work day, the make up of families and the way we interact with the world have meant we’ve had to change as people. We shop online, we have flexible work patterns, our family structures are varied and we are surrounded by technology. The work at MAX teaches me every day that people are able to change and adapt to the circumstances we find ourselves in. As the world moves around us, we shift and adapt, taking advantage of changes that benefit us and avoid those that don’t. Choice and control over our lives has never been more important. The way we look at human services is changing too. The customers at the heart of our business look for more flexibility, more options and more understanding in the services they receive. The employers we work with require greater support and integration with their businesses
2018 Year in Review | 4
to deliver opportunity. Communities must work together more than ever to stay connected and to support each other. And all the while, we must ensure we are able to support those less confident with the changes, those without access, those with disadvantage who change threatens to leave behind. At MAX, we have experienced a lot of change in 2018. We are proud to have invested and committed to improvements for our customers across all our services. As we reflect on this year’s achievements and look to the future of employment services, I couldn't be more grateful for the team at MAX and all of their hard work. We are excited and welcome the opportunity to experience what comes next. Deborah Homewood Managing Director
About MAX Solutions With offices across Australia, MAX Solutions is part of the communities we serve, delivering employment opportunity, empowering people though support and partnering with local organisations and employers. As the largest employment services provider in Australia, we have over 250 full time, part time and outreach offices delivering support to a broad range of the Australian population. From young people and mature aged individuals, to those with disability, every person in every office is different. As part of MAXIMUS Worldwide, we are able to combine a localised approach to service delivery with global best practice and expertise. This, combined with an independent advisory board, partnerships with specialised organisations and our 16 years of operating in Australia means we drive to improve and consistently deliver high quality services across the country.
Our vision To be the recognised leader in human services, giving every person, every chance.
Our values At MAX Solutions, we believe every person has the right to opportunity. Our services help people see a different future for themselves. By understanding the needs of people, we can provide the right support to help get them there. It is our passion, our spark, that drives us to make the most of every opportunity, to connect with people and the community to make an impact.
We’re active
We’re driven
We’re empowering
We’re responsible
We’re connected
Reconciliation Action Plan We promote respect for Indigenous Australians and their cultures as we believe every person in the workplace and community deserves equity and dignity. Our commitment provides support, understanding, development and employment opportunity. We approach this with respect for and consideration of the cultural, social and spiritual beliefs of Aboriginal and Torres Strait Islander peoples. As an organisation, we are committed to developing a procurement target for 2019, building on the work we already do with 63 Indigenous organisations registered with Supply Nation.
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Summary of the year Every person who walks through our doors is an opportunity to make a difference. Our services across employment, training and health support, as well as the local community provide important support to individuals and families.
We work across Australia with employers, community partners, support organisations and our customers. By working together, we help people see a different future for themselves. We are proud to be part of the communities we serve and operate in every state and territory in Australia.
NT 4
QLD
0
WA 16
8
2
51
12
29
SA 7
0
4
NSW 35
3
18
ACT
3
1
2
18
VIC 37
Headquarters Full time 158 Part time 18 Outreach Sites 96 2018 Year in Review | 6
TAS 8
2
15
Employment
17% brokered relationships
placements through
59,033
20,623
people supported
into employment
202,236
customers across employment services
,000+ 200 placements since...
Growth in DES customers
jobs sustained for
6+
JULY
31,000+
months
2015
Grew our EAP by
33%
Thailand
people accessed health services
China
9,
Syria
75%
people reached maximum outcomes when referred for health support
AMEP students
Support
22%
16%
15%
6,000
650,000 hours of English language, literacy and numeracy training
assessments for students with disability in Victoria
Community
$103,000
60+
people with disability take part in AccessAbility Week
donations awarded to local disability organisations
200+
jobs for people in remote and rural areas through CDP
95%
students supported into independent living in QLD through HEP
1,281
offenders supported in Job Centre at Borallon Prison
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The customer is at the heart of our services Understanding the person at the centre of service and being able to address their needs is the key to finding them opportunity.
With improvements in technology, customer service initiatives and finding more ways for our customers to talk to us, we are more connected to the individual than ever. Removing the clutter from the customer's experience, automating processes and finding efficiencies in technology means we can ensure more time is spent supporting their journey. The relationship with our customers, understanding their situation and working together to find solutions is what drives our performance. Our connection with our customers helps us to work with Government and contribute regularly to the discussions around policy and the welfare of future programs.
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10X Finding work is
more likely with MAX Connect, than other job search engines. Our job matching platform, MAXConnect is in it's fourth year of operation, providing customers with first access to real time vacancies. We're regularly adding new features, making it easier to match customer interests and skills with the jobs available to them in the platform. This year we also partnered with Microsoft to make Microsoft Word available, making it easier than ever for customers to create and edit resumes, cover letters and applications.
Delivering opportunity locally and nationally Our 250+ offices across Australia are based in the heart of communities. When we open a new office in a region, we hire people who are in and of that community. At MAX we believe in a shared responsibility to that region; to build connections, strengthen partnerships and create relationships. To help people find sustainable employment, we have to understand the needs of every person we provide a service to. Finding the best industry, the right role, the right employer and combining that with the right support, is how our team use their local networks to deliver not just an opportunity, but the right opportunity.
Employer partnerships team We have developed a fully resourced team of 34 employer partners. This team work to create better mutual understanding between potential employees and employers and provide dedicated support so that employers can provide even more job opportunities in the future.
Specialisation with key client groups By partnering with companies such as yourtown and Rainbow Gateway, we are able to provide specialised and more tailored services to young and Indigenous individuals. Our experience in delivering contracts such as ParentsNext, Smart, Skilled and Hired and prison programs continues to strengthen our entire Employment Services team.
Caring for the community We take our responsibility to provide better futures for our regions seriously. Our on-site teams understand the local need our help and find opportunities to support their communities. In 2018, we donated $103,000 in to local disability organisations.
Quality and reliable performance MAX is proud to maintain a high compliance and quality record. With a current compliance indicator score of 95.5%. Our commitment to quality standards underpins everything we do.
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Positive change for Disability Employment Services & NDIS More choice and control for customers The new Disability Employment Services (DES) saw an increase in providers and more decisionmaking power put in the hands of the customer. The transition placed a greater emphasis on educating customers, demonstrating to them how we can help while improving our services. With the customer in the driving seat, MAX can provide services to more people than ever before.
Improving our services Making it easier for customers With the complexity and importance of understanding eligibility criteria, we took steps to educate and guide customers through their journey. By looking across all points of interaction with our customers, we are continuing to innovate in our service delivery, to remove pain points and improve the experience.
Accessibility Government acknowledges our quality service Our DES caseload has grown to over 31,000 as more people chose to receive their services from us. We also expanded our availability of disability services across existing locations, as well as creating new offices to now deliver DES in 55 regions across 197 offices. We also expanded our delivery of NDIS services, increasing our ability to deliver School Leaver Employment Support nationally as well as the availability of Therapeutic Supports.
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MAX invested in a new website in 2018 to meet AA accessibility guidelines and provide clearer, easier to understand information about our services. We also achieved an AA accessibility standard on our job searching platform, MAX Connect. Ensuring our tools are inclusive for customers is an important step in making sure we can provide useful platforms to support our customers.
Closer work with disability organisations Having a network of national and local disability partners has been critical to our success. With these partnerships, we can provide more specialised support and encourage a stronger dialogue around support for individual needs.
Program updates 40,000+ customers transitioned to new compliance framework
70% regions
rated 3 stars or above
Our sites continue to improve across the country. At the end of 2018, 33 sites were rated five stars or above, which is twice as many five star sites than in 2016. With almost 170,000 people registered with jobactive at MAX, we continue to ensure quality across our performance standards.
Through updates on our website and smart screens as well as face to face information sessions, we educated existing jobactive and DES customers on the new framework, ensuring access to the latest information.
5 days to commence annual activity requirements Participation in activities that build confidence and skills to prepare for work is crucial for many people. By ensuring access to a broad range of activities, customers can engage faster and more easily.
Smart Skilled and Hired
1,000
new parents join MAX
In 2018 the three year pilot of ParentsNext ended ahead of a national roll out. During the pilot, MAX performed above the national average across every key measure, and as leaders in the contract, were awarded new business. In 2019, MAX Solutions will work with an additional 1,000 parents from a broad range of cultural, geographical and socioeconomic backgrounds.
735 young people
take part in Western Sydney program
MAX has been delivering this voluntary youth program for 16 months, placing over 300 young people into employment. 13% of the caseload are young Indigenous Australians volunteering in the program and 20% of the placements made are also Australian Apprenticeships. Smart Skilled and Hired relies on strong relationships with groups such as Apprenticeships R Us, PCYC and Youth Off the Street to meet, network and engage with young people.
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A shared vision for Australia’s youth Specialist service yourtown provide specialist services to young people so they can find jobs, learn skills, become great parents and live safer, happier lives. In over 20 locations around the country, MAX and yourtown work in partnership, allowing both organisations to strengthen their capability. MAX has a strong management and compliance framework that has enabled yourtown’s services to reach more locations.
Understanding local need Working together creates a deep understanding of local need. MAX has years of experience in working with local communities, while yourtown provides insight into the issues young people face currently. One of the biggest issues is social isolation. At a time when young people have never been more connected, they can just as often be disconnected. There’s a lot of social divide with young people; they’re concerned about their future and their job security.
Shared vision/values The senior management of yourtown and MAX share the same vision and values. Both organisations are focused on providing high quality outcomes for all customers. Both organisations meet regularly to discuss strategy and how to improve outcomes at a national, state and local level. The partnership contributes to organisational learning on both sides and brings continuous improvement to services. “Both MAX and yourtown focus on providing the very best service for the people who come through our doors and making sure they have an experience that makes them feel valued.” Tracy Adams, yourtown CEO
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yourtown in your community As a youth focused organisation, yourtown concentrates on what it does best, working with young people, and working in communities where youth unemployment is at the highest levels. Most importantly, yourtown work to get to know the local context, become ingrained in the community and understand what the local needs are. The people who work in yourtown offices often come from that local community, they know the local employers, they know how the community
operates and what’s going to be important. yourtown takes that local knowledge and applies it, connecting young people to employers who have suitable jobs. When people are employed, they give back to their local communities, they shop in their local communities, they live in their local communities; getting people into employment strengthens the whole community fabric. When faced with high numbers of unemployment, communities can really suffer.
yourtown and MAX Solutions partnership MAX Solutions and yourtown entered into a partnership in 2015, following the launch of jobactive. At the time, it was a new concept for a profit and a not-for-profit to partner, particularly in the employment services industry, but the partnership has proved successful for both parties. Working together has allowed the two organisations to focus on their strengths, with yourtown focusing on the young people element of the contract, and MAX on the older co-hort. Each have their own caseloads, but the staff come together on site with a shared vision that employment is a fundamental right for every person.
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Partnership with Brain Injury Australia MAX Solutions new partnership with Brain Injury Australia (BIA) is helping to change the lives of Australians with an acquired brain injury. MAX will work closely with BIA to build awareness of services and supports available for people with an acquired brain injury while providing Brain Injury Australia’s constituents with direct access to Australia’s leading provider of Disability Employment Services (DES). Through disability education and open communication, MAX works to help employers see the potential in every individual. By realising that potential, we can change people's lives.
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“The circumstances of an individual with an acquired brain injury and their capacity for work will be different for each person. We help employers see every individual’s unique ability, and help support them to understand the value of inclusive behaviours and attitudes,” said MAX Solutions Managing Director Deborah Homewood. BIA Executive Officer Nick Rushworth said the partnership provides an opportunity for more people with brain injuries to access the support they need, but don’t necessarily seek. “People with a brain injury have a low level of service use, relative to people with other
disabilities. Currently, there are 730,000 Australians living with a brain injury and need a high level of support, but only 1% of these people are accessing Disability Employment Services.” Mr Rushworth said it was MAX Solutions proven ability to deliver DES that made the partnership a great fit. “Under this new partnership, I am excited to work with MAX to find as many Brain Injury Australia’s constituents as possible meaningful and sustainable employment.” he added.
Success for AccessAbility Day AccessAbility Day is an Australian Government initiative that allows employers to connect with people with disability who are looking for work to see their potential in the workplace. For AccessAbility Day, MAX worked with its national partnership employers including Compass Group to bring these opportunities to life. 20 year old Kate found it hard to get into the workforce after leaving school. Born with congenital joint problems, there were jobs that weren’t possible for her. “Because of my disability, there are certain things I couldn’t do,” Kate said. “I couldn’t be on my feet for a whole day. There are things
I can’t do with my arms; I couldn’t take money.” AccessAbility Day gave Kate the opportunity to work alongside the Compass Group Recruitment team for a day. Kate said she jumped at the opportunity to work at Compass Group. “I wanted to dip my toe into this sort of industry and see if it was something I wanted to do. This opportunity allowed me to see if this work is something I would commit to.” Compass Group Recruitment Advisor Luke Butler showed Kate the general day to day of a HR professional. “Kate watched us generate contracts, onboard new employees, hold group information sessions and
organise pre-employment medical screenings – all in one day’s work!” Luke said. Through AccessAbility Day Luke was able to see Kate’s unique strengths and abilities. “Kate demonstrated high levels of attention to detail and asked insightful questions. She was confident and demonstrated great initiative. She certainly has the right drive and the right attitude.” Kate said the day provided the insight she needed to cement her career path. “Compass Group is an interesting place to work. It’s all different sorts of people coming together to be a part of something that’s bigger than them,” she said.
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Employer partnerships
Dedicated team supporting national and regional business Employer partnership managers work directly with leaders in organisations who are committed to delivering opportunity. By developing transparency around recruitment goals and the recruitment process, our partnership approach creates an advantage for those applying for work. Often, large organisations have onboarding or recruitment processes our customers require assistance to complete. This year we worked with Spotless who provided transparency around their recruitment process. Each person needed to complete an online personal profile and Workplace Health and Safety module before starting work. We were able to see who was struggling with the process and support them through it.
How it works Employer partnership We know businesses want great people, who do a great job and stay.
Opportunity We partner with businesses to understand their requirements and proactively deliver.
Screen & select We identify ready, willing and able candidates.
Qualify & prepare We only recommend candidates with the right experience, skills and attitude. 2018 Year in Review | 16
Our key partners Our national partnership managers work with some of Australia’s largest organisations. In 2018, our specialised team worked with over 4,000 employers to provide brokered employment for 8,668 people. This is above industry standard, and represents 17% of our overall placements for jobactive. >>
Collins
>>
>>
Compass Group
>>
CoreStaff
>>
ISS
>> >>
Diversity Dimensions for Woolworths
>>
MSS
>>
AHS
>>
On The Run
>>
AWX
>>
Puma Energy
>>
Programmed
>>
Randstad
>>
Voyages
>>
Guzman y Gomez
Manpower
>>
Spotless
>>
Accor Hotels
Telstra
>>
Gemini
>>
Adecco
We thank our national and local employers for helping us deliver opportunity.
Bringing efficient improvement to ISS ISS began working with a National Partnership Manager at MAX, supported by a network of state based Partnership Managers. By proactively preparing our customers through our Employer Business Centres, ISS experienced a significant improvement in successfully identified candidates, and consistent, efficient national service. In 2018, ISS employed 166 people through MAX. These new employees have sustained their employment for over six months, well above the national average of outcome rates across all employment service providers. As a trusted partner of ISS, we are now looking to continue our work together through business as usual recruitment, while proactively supplying candidates for their new contracts.
Seamless hiring process for local Tasmanian business, Nubco Throughout their hiring process, hardware supplier Nubco had found that while advertising vacant positions online was generating many possible candidates, determining if these candidates were right for the role was proving time consuming and costly. Nubco approached MAX to help identify and hire employees. MAX worked closely with Nubco to understand their business requirements. We then pre-screened candidates so the Nubco team could move straight into interviewing those who made the shortlist. Of the candidates MAX identified, 90% were suitable for the job, and as a result, Nubco reduced the time spent on finding new hires by up to 10 hours per vacancy. Nubco has since employed eight MAX customers who still work there today.
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Empower through support Our health and training teams provide the support that empowers people to take advantage of opportunities ahead of them.
To succeed, it’s vital that people have access to services that address individual needs. Talking through these needs and bringing together the right combination of support can give a person the ability to take control of their life. Our health and training services are provided by professional and qualified teams where flexibility in access and provision are increasingly important. These teams work with our employment offices, sharing learnings across the organisation and empowering our workforce with greater understanding of the needs of our customers.
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,100 6 students
Training provided to over
Having the knowledge, skills and ability to live and work in Australia is at the centre of the work we do as a Registered Training Organisation. Our learning is customised to the different needs of each of our students, their pathway with us might be a few hours or a few years.
Skills and qualification training We are always evolving and improving the courses we have available for our customers. From short courses that develop confidence, focus on up-skilling or re-skilling, to learning English, numeracy or digital literacy skills, we continuously strive to ensure people have access to the right courses for them. Since the beginning of 2018 we have delivered over 650,000 hours of English language, literacy and numeracy training through the Adult Migrant English Program (AMEP) and the Skills for Education and Employment program (SEE). In the AMEP, more than 54% of students are from Thailand, China and war torn Syria. Each of them, students of varied origin and background, this is more than learning a language. It's learning about the culture and life in Australia and how to find work in a new country, which is fundamentally important to their future. Our ability to link skills and qualifications directly to employment opportunities is valuable to our students. In 2018 we delivered 3,680 units of study in employability and digital literacy courses, as well as VET approved courses in Business, Hospitality, Retail and Health.
Short courses We offer a range of short courses that are specific to improving employability and digital skills. These courses improve capability in looking for and applying for work.
VET qualifications We offer a range of VET approved courses across the business, hospitality, retail and health industries.
Adult Migrant English Program (AMEP) The AMEP program teaches functional English language, literacy and numeracy skills to new migrants and humanitarian entrants. We deliver this program in four regions across Australia in partnership with Navitas English, the largest provider of English language training in Australia.
Skills for Education and Employment (SEE) MAX delivers SEE in 14 regions across Australia, embedding literacy and numeracy in meaningful, real world settings. The program provides English language, numeracy and digital literacy training for people accessing Australian Government income support.
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Health services Flexible and easy to reach health services Our health teams support all of the work we do across MAX in different employment and training programs. MAX has over 80 salaried health professionals, including registered Psychologists, Exercise Physiologists, Occupational Therapists, Social Workers, Speech Pathologists and Counsellors, along with 250+ allied health contract staff that also includes nurses, physiotherapists and rehabilitation counsellors. This resource provides a variety of support depending on customer's need, including interventions, assessments and helplines. In 2018, our health team provided services to over 9,000 customers. It should be recognised that many of our customers receive health interventions from this resource as part of our delivery of employment services, that they otherwise would not be able to access through the health care sector and could not afford themselves. In 2018 we increased the use of phone based services as well as digital contact solutions, such as web conferencing, to increase our ability to provide services quickly and to remote and regional locations. This helps us provide health support to customers who may not otherwise have access to health services to support their employment goals. Health services aren’t necessarily large plans for every individual. Often brief, vocationally focused interventions can make a difference to someone and their ability to gain employment. Once in work, support from a health professional improves sustainability. Over 75% of customers who engaged in a health service achieved either the jobactive 26 week or DES 52 week outcomes.
Employee Assistance Program (EAP) Working with businesses across Australia In 2018, MAX’s EAP service grew by 33% and providing counselling and wellbeing support to employees across Australia. The service is delivered by registered Psychologists and Social Workers who themselves have access to continuous professional development and supportive supervision. By providing accessible, independent support, the employer is able to improve the health and wellbeing of its workforce.
Supporting employees on behalf of employers Our EAP provide advice and support for employees externally, provided by their employer. The range of support is different with each employer, from mental health concerns and personal tragedy to relationship issues or work conflicts. Employees benefit from improved coping strategies, ways to deal with strong emotions and focus at work. This is a service we are able to provide as part of our employer partnership model, ensuring that employers are equipped with the right tools to support their employees.
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Assessment services Renewal for the Program for Students with Disabilities Assessments Services. Assessments Australia, a subsidiary of MAX Solutions, is now in its fifth year of running the Program for Students with Disabilities Assessment Service (PSD-AS), after the renewal of the contract in late 2018. The service provides independent cognitive and language assessments to support applications for individual support. These applications are made through the Victorian Department of Education’s Program for Students with Disabilities. The assessments cover the categories of Intellectual Disability and Severe Language Disorder with Critical Educational Needs. Working with 1,500 government schools across Victoria, in 2018 we conducted over 6,000 assessments. The number of referrals and assessments has continued to grow through the life of this project from 5,000 assessments in 2015 to more than 7,500 assessments being predicted in 2019.
Quality and professional service As well as our core team of administrative staff, Speech Pathologists and Psychologists, the program is supported by more than 100 contract Speech Pathology and Psychology Assessors with extensive experience conducting standardised assessments with school aged children.
Child Welfare Assessments Support for families across Australia Since 2007 we have worked in close partnership with Government departments to find safe homes for Australia’s most vulnerable children since 2007. In 2018, our assessors made recommendations regarding 400 families. across NSW, VIC, SA, QLD, WA, and TAS. By supporting Case Workers and Case Worker Managers with specific expertise in the assessment stage, we help find loving families to care for children who are unable to live with their own parents, or whose parents are wishing to have their children returned to their care.
Support for case workers Our team of Assessors hold a wealth of knowledge and expertise within the out-of-home and child protection sector. The 70 Assessors who engaged with us last year are professionally trained in social work or psychology with a minimum of three years’ experience working and assessing within the sector, prior to joining our team. Each assessment completed enters a quality assurance program where it is read by a peer and reviewed prior to submission to our partner agencies. Our team of Peer Review Assessors all have a minimum of seven to 10 years’ experience in the sector.
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AMEP Students learn how to navigate the Australian health system Navigating the health system when you are sick can be difficult, particularly when English is not your first language. 75% of Australians with English as a second language have what is called poor ‘health literacy’ – meaning they have a weak understanding of what to do when they are sick, and where to go to get better. But it’s not just a problem limited to migrants and new arrivals; 60% of all Australians have low health literacy. “We know a lot of people come back to our emergency departments with problems around medication, complications,” NSW Health Literacy and Diversity Health Manager Fiorina Mastroianni said. “We need to get better at communicating or making sure that our patients and their families and their carers understand the information that we provide.”Ms Mastrionni said patients forget 40-80% 2018 Year in Review | 22
of information provided by medical professionals. “We need to make sure that when we do give the information out the people do understand what we’ve said.” The figures prompted a focus on NSW Multicultural Health Week (3 – 9 September) to be on clearer communication, with the tagline ‘Talk, Listen, Ask‘. As part of Multicultural Health Week, an adult English class of migrants and new arrivals from MAX Solutions Adult Migrant English Program (AMEP) were taken on a tour of the Shoalhaven Memorial Hospital in Nowra on the state’s south coast. The group of 16, from countries including Tibet and Taiwan, were taken ward to ward to familiarise themselves with the facilities and to learn what to do when a medical emergency arises. “This tour is very helpful for me,” said Yi Ping McCarthy. She is new to the south coast.
“I know where, if my daughter is sick, where I can go, and if I go to this hospital who I can speak to first, so it’s really good for me.” Ms McCarthy initially moved to Darwin from Taiwan nearly a decade ago, and said she still encounters language barriers at the GP. “It is hard to understand, and the language is totally different,” she said. That confusion can cause anxiety for those preparing to use the hospital more frequently, like expectant mother Mai Ngo, who was due to give birth just before Christmas. “It is a little bit [stressful], but I try to relax so it’s good for my baby,” Ms Ngo said. “I believe and I trust the doctor and the nurses.”
Workforce direct works with the PaTH Program Employer Workforce Direct has found success with four new hires from MAX Employment Woodridge. Company Director Brian was in the employment services business for nine years prior to starting Workforce Direct. After securing a contract with a solar farm, Brian needed extra hands on deck to find 200 people to fill the open positions. “When we got the big job with the solar farm, my accountant Chris came on board, he was from a job provider background too, and helped do all the wage paperwork. It was his idea to get some interns in.” Brian said.
Brian reached out to MAX Employment Woodridge who organised three internships through the Australian Government’s Prepare, Trial, Hire (PaTH) program. 18 year old Jasmine was one of those interns. Her first job out of school, Jasmine was nervous that she wouldn’t be able to do the work required of her. But Jasmine found that because Brian and Chris were both highly experienced in training staff, she learned quickly and felt comfortable to ask questions. “I found out I can do the work, and now that I’ve done it, I’ve found I like it,” Jasmine said.
After four weeks interning, Brian and Chris were so impressed with the candidates during their internship that they hired all four of them. Brian said it was Jasmine’s keen work ethic that made her a desirable candidate. “She was keen to get in there; you can’t get enough people like that who want to work.” As Workforce Direct continues to expand, Brian knows his team will continue to expand too. “We’ve got to grow, and we like to think the girls will grow with us, the ones that would like to stay.”
2018 Year in Review | 23
Connecting with the community Our national footprint and delivery of federal contracts means we have a consistent presence across Australia, but the regional fit of every office is different. With each local community having a different economic structure, social demographic and geography, different programs and services are needed to support that region. In Western Australia, challenges with infrastructure, geography and cultural difference require strong cultural connections to ensure the success of services. In our local state-based prison programs, connecting people to local community support post release is critical to the success of those being released. Across all regions, improving capability by partnering with local expertise is the key to our success.
2018 Year in Review | 24
$107,000
donated to local disability organisations
Through the last quarter of 2018, our local teams each nominated two companies in their community that support people with disability. The selected 62 organisations each provide important services ranging from guide dog provision and homelessness services to wheelchair sports and mental health.
Partnering in the community for better results Different client groups and each individual has a level of complexity to their situation. For every person we work with, there is a network of support that can come together to improve the outlook for the individual. In Western Sydney, partnerships with local groups like PCYC and youth agencies provide access to activities, platforms for education and engagement as well as sharing of expertise. This in turn, benefits services such as Smart, Skilled and Hired, ParentsNext and SLES in enhancing those programs for young people. For people with disability, the variation in individual needs requires collaboration between organisations that provide support. By partnering and finding synergy between our services and those of specialists, we are able to enhance the customer's experience. By breaking down community barriers, customers can access more information and feel a stronger sense of support. By working with schools, care workers and health professionals we increase awareness around important services both amongst the professionals in those organisations, as well as the people who use them.
National partnerships >> yourtown >> Aboriginal Biodiversity Conservation >> Australian Network on Disability >> Brain Injury Australia >> Midwest Employment and Economic Development Aboriginal Corporation >> Rainbow Gateway >> Sureway >> Navitas
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Working together in remote regions Joining with local organisations to deliver the Community Development Program In the remote regions of Kambalda, Norsemen, Kalgoorlie and Gascoyne, delivering services requires cooperation, local understanding and consultation with local community. To deliver services that help the community, the approach must be holistic and collaborative. Our joint ventures with the Midwest Aboriginal Employment and Economic Development Corporation (MEEDAC) and Aboriginal Biodiversity Conservation Foundation work to link community and business, build employment capacity and connect people.
Ocean to Outback Ocean to Outback in Gascoyne takes a similar approach with a specific focus on youth, increasing school attendance, and supporting young people to engage in positive behaviours. Issues the community face include a lack of suitable housing, homelessness, substance abuse, domestic violence, and unemployment. The program creates stability and routine for everyday activities such as providing school uniforms, breakfast and a healthy packed lunch each morning to students. The Mungullah Community Beautification Program provides a safe place for women and children, while building the capacity, selfconfidence and positive behaviours of young men and women.
“It was refreshing to see the work of Ocean to Outback in designing meaningful programs and activities for the Carnarvon community.�
Senator Pat Dodson
The Shadow Assistant Minister for Indigenous Affairs and Aboriginal and Torres Strait Islanders.
Goldfields Employment and Training Service (GETS) Together with MEEDAC, the Goldfields Employment and Training Service (GETS) has been delivering relevant and engaging activities, training and employment for the last four years. People engage in work-life activities that benefit their community while improving their own skills and confidence. For example, in regions where there is an overall lack of investment in services for the elderly and those with disability, our participants step in and provide support such as garden maintenance. Arts activities in the region showcase some of the finest art in the country. In order to give the townspeople pride and confidence in their community, activities also include cleaning and maintenance of popular tourist spots.
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Indigenous trainees graduate from program In March 2017 nine Indigenous students began a School-Based Traineeship Program at MAX Solutions head office. The traineeships are supported through the Australian Government’s Indigenous Advancement Strategy. The traineeship with MAX provided an opportunity for students to receive additional support to complete their schooling and gain valuable experience and qualifications through employment and training. Nationally, in 2016, 65% of Aboriginal and Torres Strait Islander 2024 year olds achieved a Year 12 or equivalent qualification, 24% below the rate for nonIndigenous Australians. On November 15 2018 MAX was proud to announce that two more students had fully completed their traineeship, also receiving a Certificate III in Business. 17 year old Jonah Richter and Ivory Holland accepted their awards from MAX Solutions Managing Director Deborah Homewood, in the presence of the MAX team, officials from the Prime Minister’s Department, family and friends.
“On the first day I was nervous to be the only teenager in an office full of adults,” said Ivory. “But everyone was nice and now when I go into work I feel calm and that I can go and say hi to anyone.” Three students successfully completed the program in 2018, with the remaining Year 11 students due to finish in March 2019. Ms Homewood said the students had grown in both their abilities in the workplace and in their confidence. “Over the last 20 months, these young Indigenous leaders have demonstrated they can juggle the challenges of being a teenager and finishing school, while also gaining a formal qualification and working. They have grown in confidence and matured beyond their years. “I am so proud of what they have achieved and how MAX has worked to support them to build the foundations for a life of opportunity and choice.”
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Prison based services in QLD and TAS Supporting people back into community Offenders face significant challenges when moving from prison back into the community. Long term desistence from crime and successful parole depend on confidence in being able to find new opportunities. At Borallon and Risdon Prisons we provide rehabilitation and Job Centre services to provide meaningful opportunities for offenders to make positive chance in their lives. By providing education, training and preparation for employment, individuals can create a plan for what will happen post release. In Borallon, there are over 280 Indigenous offenders who have connected with cultural programs. Through initiatives such as ‘Men’s Yarning’, ‘Healing with Art’ and ‘Positive Futures’, these men are able to engage and connect on a cultural level whilst working towards a transition plan. Post release, work continues to ensure that those with experience of incarceration are connected to the right support to ensure they can continue what they had planned for. In 2018, 197 were referred to TAFE to continue training according to their post release plan while Indigenous services such as Throughcare provided support to 251 men to ensure their cultural support continues after incarceration. 2018 Year in Review | 28
Borallon Training & Correctional Centre
881
Offenders supported through Job Centre service
443
Assessed and referred to internal and external supports, reducing negative and reinforcing positive behaviour
148
Referred to Work Restart, a Not for Profit that helps find employment opportunities
Every person. Every chance. Commitment to customer service standards In December 2017, the Customer Service Institute of Australia (CSIA) conducted an assessment against the 27 standards used to benchmark performance in customer service. This report has been used by MAX as a tool to highlight opportunities for further improvements and formed the basis of our 2018 customer service and culture change program. We worked with independent consultants to undertake customer insight and journey mapping to dive deeper in to the experiences of our customers. These insights formed the bases of our Customer Service Charter and Standards that launched in June 2018. With improvements across all aspects of the organisation, it is most evident in a 18% drop in the number of complaints for 2018.
CSIA results
6 Core strengths identified including
People, Governance and Data Analytics
5 Areas at the Integration level.
(Evidence that the attribute is part of the culture, and measurement data is being used to enhance service delivery)
13
Areas at the Implementation level. (Evidence that the attribute has been addressed and success measures identified)
Employees signing their commitment to our customer service promise 2018 Year in Review | 29
Customers are at the heart of our business Customer service training rollout Identified by the CSIA as an area for improvement, over 2018 we introduced tools to standardise and improve our levels of customer service. The Customer Service Charter and Standards underpin our customer service model and represent both a corporate and individual commitment to quality customer service. As part of this rollout, we conducted training with 1,200 of our existing workforce and embedded the training into our onboarding process. Focusing on three key principles; Genuine Intent, Person Centred and Effective Communication, customer service has also become a key performance indicator for employees across the organisation.
Improvements in technology Ensuring modern and up-to-date, relevant tools are available to our customers is a key priority. In 2018, we overhauled our digital presence as part of a brand development initiative including an improved, accessible and customer orientated website which launched in November 2018. We also re-branded our social platforms including Facebook, Twitter and LinkedIn. We introduced a Customer Management System (CMS) to improve our service delivery to customers. By having a better understanding of our customers at multiple service points, the CMS enables our employees to focus on the conversations that help deliver results. We also made accessibility upgrades. MAXConnect and our new website have been optimised for mobile, ensuring customers are able to interact with our services anywhere from any device. They both now meet the Web Content Accessibility Guidelines 2.0 AA standard, providing a better experience for all visitors.
Better tools for feedback Being able to interact and talk with our customers is important to us. Feedback gives us the information to look at the way we do things and innovate and improve our service. In 2018, we changed the way we capture and record this information by introducing a new on-line quality management system. Improved audit tracking: provides a streamlined approach to internal audit and follow up including task lists, corrective actions register for each audit completed and a complete historical record. Better complaint management: key improvements in the management of customer feedback and complaints including consolidation of multiple systems into one and providing better identification and management of the root cause to help improve overall service delivery.
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Patron for International Day for People with Disability Born with a congenital eye disease, Gerrard Gosens knows how difficult it can be to find work with a physical disability. From job seeker to Project Manager at MAX Solutions, and Patron for International Day of People with Disability, Gerrard is helping to enrich the lives of others living with disability, breaking down barriers to employment. Gerrard said he was excited to be offered a role at MAX, one of the largest providers of Disability Employment Services (DES), two and a half years ago. “I saw an opportunity to really make a difference in the perception of people with disability and I am truly appreciative that MAX has provided me with this opportunity.”
“I knew I could assist at MAX to break down perceptions of what jobs people with disability could have, and what they could achieve.” “Not just people with no or low vision, but any disability.” Gerrard used his appointment of Patron for International Day of People with Disability 2018 to further his cause. “It gave me a chance to be a voice for people with disability. To talk to employers, to the government and to a whole range of stakeholders about opportunities, needs and changes.” Gerrard understands the benefits of workplace modification. He uses a Text To Speech (TTS) reader on his laptop, a watch that ‘talks’ and MAX provides a supportive
environment for his guide dog, Boss. “The smallest differences can make the biggest impact, whether it be a talking watch or a piece of bluetac on the microwave to press the button. “A simple modification could provide a huge opportunity.” With a list of achievements as long as Gerrard’s, it would be easy to stop and say ‘that’s enough’. But he’s only getting started. “For me it’s about creating a pathway which may have never been travelled before. But hey, at least it’s easier for the person coming behind you.”
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Disability Confident Recruiter In 2018 we achieved the title of Disability Confident Recruiter (DCR) awarded by Australian Network on Disability (AND). Only seven organisations have achieved this status with MAX as the first provider of both jobactive and Disability Employment Services and the only RTO in Australia to achieve this status. Gaining DCR status represents confidence and capability in our ability to attract and recruit candidates with disability. A workforce that demonstrates disability confidence not only benefits our own organisation, but really empowers our employer partners to become inclusive workforces themselves. The DCR program helps organisations identify unintended barriers to inclusive recruitment against different criteria including:
>> Learning Management System and website meets the minimum Web Content Accessibility Guidelines (WCAG 2.0) standard of ‘A’ >> Job advertisements, application forms, job descriptions and processes were updated to allow inclusivity >> Approximately 250 premises assessed against a defined access checklist which has enabled us to advise candidates of access features and barriers for each site Across our workforce, 277 of our hiring managers completed the Disability Confident Recruiter on-line training, which supports the ongoing development of an inclusive approach across the organisation.
Commitment to quality Our Quality team includes 30 nationally based employees who oversee compliance, audits, feedback and centralised claims. We have a strong record of maintaining quality standards and 2018 saw that commitment continue. Standards: Over the last 12 months, 410 internal compliance and quality assurance audits were completed, including planned and unplanned site visits and follow-up meetings. MAX Solutions has implemented a Compliance and Monitoring Framework within the Registered Training Organisation, aligning the RTO with MAX Solutions commitment to continuous improvement, corporate governance and overall compliance with the Standards for RTOs 2015 and active funding contracts.
Accreditation - ISO: Since 2003, MAX Solutions has been accredited externally under Quality Assurance accreditation with ISO 9001: 2008. In May 2018, we successfully transitioned to the new standard of ISO 9001:2015. In February 2018, we successfully completed a full recertification audit, maintaining our Quality Assurance Framework (QAF) accreditation. We have held National Standards for Disability Services accreditation for over a decade, and will undergo a full recertification in 2019 covering both existing and new business locations. 2018 Year in Review | 32
Local and professional team MAX are proud to have a diverse team of caring, local and professional employees across the country. Our people are in and of the community and represent not only MAX but also the communities they serve. Each and every MAX office is different. Not only do different offices deliver different contracts, they also operate in different economic and geographical environments. Some locations also offer different combinations of services to others. Our employees are supported to ensure they stay up-to-date with changes to contracts, manage performance targets as well as deliver services according to the high standards we are known for. We support our training, health, assessments and employment teams with ongoing learning and development programs. These can be based around particular contracts, key principles such as customer service or professional development and certificated courses.
At MAX, we value and support the diversity of our team. Our recruitment process is designed to be inclusive and flexible to ensure we provide the best possible opportunity for anyone who applies. Leading by example, we are able to experience both the challenges and the benefits that an inclusive approach can bring to an organisation.
1,696
employees across Australia
As a leader in human resource practice, we also provide support to employees with initiatives such as: Paid community service leave, Paid volunteer leave, Flexible work practices. In 2014, four years ahead of legislation, we introduced access to paid domestic violence leave.
1,192
employees working in local communities
5
team members identify as Indigenous
7
team members are people with disability
%
%
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Leadership and governance Executive Team Led by Managing Director, Deborah Homewood, the Executive Team at MAX Solutions is passionate about the needs of our customers, the community and delivering quality and meaningful services. The team has extensive experience in the human services sector with specialised expertise in program management, quality and compliance, social policy development, change management, workforce development, government relations, service delivery and technology.
Deborah Homewood
Darren Hooper
Richard Spurrell
Adam Heilbron
Managing Director
Chief Operating Officer
Quality, Performance and Analytics
Technology
Cameron Taylor
Fiona Lamb
Rachel ChapmanMcCowan
Karen Massier
Finance
Employment Services
Human Resources
Strategy
Deborah Homewood - Managing Director | Darren Hooper - Chief Operating Officer Executive General Managers: Richard Spurrell - Quality, Performance and Analytics, Adam Heilbron - Technology, Cameron Taylor - Finance, Fiona Lamb - Employment Services, Rachel Chapman-McCowan - Human Resources, Karen Massier - Strategy
Corporate Governance Strong corporate governance processes operate within MAX, under the leadership of the Managing Director, through a board arrangement:
Executive Board – chaired by the Managing Director with Executive Management representation of corporate areas, this is the key decision-making forum within the business. Audit and Risk Committee – attended by Executive members and other senior Finance and Quality representatives. This committee oversees the internal control systems, risk management systems, the internal and external audit functions and taxation and reporting compliance. Digital Steering Committee – representation from senior management for Technology, Operations, Marketing, Customer Service Delivery, Finance and Program Management and chaired by Executive Management. This committee makes strategic decisions with regards to digital customer facing initiatives and projects.
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Advisory Board
Advisory Board members are selected for their experience and areas of expertise to give independent advice and guidance to the organisation.
Rosie Batty - 2015 Australian of the Year and Domestic Violence Campaigner | Sean Gordon – Managing Director of the Gidgee Group and representing Indigenous Advocacy and Industry | Ray Roe – Leadership Consultant and Coach
Rosie Batty
Sean Gordon
Ray Roe
Our services Employment jobactive Disability Employment Services – Employment Support Service Disability Employment Services – Disability Management Service NDIS - School Leaver Employment Support ParentsNext Smart Skilled and Hired Youth Employment Program
Support Adult Migrant Education Program Skills for Education and Employment Nationally Recognised Vocational Training Qualifications National Panel of Assessors Program for Students with Disabilities – Assessment Service Child Welfare Assessments NDIS Therapeutic Supports
Community Community Development Program Borallon Training and Correctional Centre Time to Work – Risdon Prison Housing and Employment Program
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