Getting to know us
Playbook
Welcome to the Queensland Country
family
Intro
Starting with a new organisation can be an exciting and challenging time. We have designed this playbook to help give you the best possible start. Over the next few days, we encourage you to take the time to read each section to get a sense of who we are, what we stand for, what we are working towards, what you can expect from us and get to know a bit about the sensational organisation you have just joined. If you have any questions, at any point, please talk to your manager or contact People and Culture.
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Table of contents
01
About us
02
Our thing
For you
Pages 6-18
Pages 19-31
Pages 32-39
Why Queensland Country
Finance and Treasury
A great place to work
Our history
Information Communications Technology (IT)
Learning, engagement and performance
Legal and Compliance, Risk and Audit
Professional development
Meet our Executive Team Our strategy Our Members Community involvement
Business Optimisation and Data Analytics
Our banking products and services
People and Culture
Our recent awards Our locations
Projects Retail Banking Corporate Services Health Fund Key performance indicators
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03
Our learning philosophy Brand guidelines
Hi and welcome. I hope your time with us will be rewarding and enjoyable. I am happy you have joined us, and I hope that you are excited about your future here at Queensland Country. You are joining a committed team of individuals who look after each other and our Members every day, grounded in our philosophy of putting people first. Our values Be Genuine, Bring Your Best and Put People First come naturally to us and we see them demonstrated throughout the organisation every day. At Queensland Country we work hard to bring together a team of achievement oriented, collaborative and talented individuals who know how to work smart and to have fun along the way.
Message from the CEO
I welcome you to Queensland Country, my door is always open if you ever need me or want to run an idea by me. I hope that your time with us will be the most rewarding of your career.
Group Chief Executive Officer, Aaron Newman
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01
About us 6
Why Queensland Country At Queensland Country, we're committed to our customer-owners, and are here to help Queenslanders, like you, achieve their financial goals.
100% Customer owned
Responsible banking
Community partnerships
People focused
Our customers receive a membership share in the business, giving them a say in how we operate
Community development and personal growth matter to Queensland Country
At Queensland Country we are committed to working with not-for-profit organisations to provide a cost effective way to do banking
We like to sponsor local events that offer benefits to the community and support people who get involved
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Cairns Regional Electricity Board Credit Union 1973-1977
Beaudesert & District Credit Union 1969-1985
Stafford Parish Credit Union 1968-1998
Isa Mine Employees Credit Union 1971-1984
1970 Electricity Credit Union 1977-2010
Granite Belt Community Credit Union 1970-1985
1980 Power People Credit Union 1981-1990
1990 MIG Credit Society 1992-1996
2000
2010 Maleny Credit Union 1984-2021
2021
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North Queensland Credit Union 1984-1989
South East Community Credit Society 1985-2005
ECU Australia 2010-2017
Independent Credit Society 1989-1993
ABC Staff Association (Qld) Cooperative Credit Union 1959-1968
Hardboard Employees Cooperative Credit Union 1963-1968
Queensland Coal Mining Industry Credit Cooperative 1965-1968
Queensland Taxation Staff Cooperative 1965-1968
Queensland Public Service Employees Cooperative Credit Union 1964-1968
ABC (Qld) Credit Union 1968-1994
Hardboard Employees Credit Union 1968-1990
Queensland Coal Mining and Other Industry Credit Cooperative 1968-1985
Queensland Taxation Staff Credit Union 1968-1981
Queensland Public Service Employees Credit Union 1968 -1994
Ipswich Credit Union 1985-1996
Taxation & AGS Credit Union 1981-1985 Austax Credit Union 1985-1996
Media Credit Union 1994-2005
Discovery Credit Union 1996-2007
Queenslanders Credit Union 1996-2018
Queensland Public Service Credit Union 1994–1996
Our history 9
Meet our
Executive Team Petrice Gould Chief Financial Officer
Aaron Newman Group Chief Executive Officer
Shawn Anderson Chief Risk Officer
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Andrew McArdle
Dylan Dixon
Executive Manager Retail Banking
Executive Manager Corporate Services
Glenn Seri Executive Manager Health Fund and Chief Technology Officer
Katherine Brennan Executive Manager People and Culture
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Our strategy Throughout the organisation, strategic goals and priorities are developed and tracked across four key areas: Business Growth, Member, Customer and Community, Efficiency and Innovation and People, Engagement and Culture. These areas align business activities to our vision and strategy, improve internal and external communications and monitor organisation performance against strategic goals. Business Growth and Member, Customer and Community have an emphasis on external factors while Efficiency and Innovation and People, Engagement and Culture have an internal focus. These focus areas allow us to apply a balanced approach to lead and manage our business and help us achieve our goals. Strategic planning is the cornerstone of Queensland Country’s future direction and growth aspirations. Every year, the Board and Executive Management team undertake a rigorous strategic and business planning process. Business plans, objectives and performance goals are then cascaded throughout the organisation. Your contribution matters – it’s what you do on a daily basis that helps us achieve our goals and allows us to grow as an organisation.
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Business Growth
Member, Customer and Community
Efficiency and Innovation
People, Engagement and Culture
Our Members
At Queensland Country, our Members are at the centre of everything we do. If it wasn’t for them, we wouldn’t exist. We provide great banking and health insurance services to Queenslanders. Our Members bank with us because they trust us to look after their banking and health insurance needs. From Stanthorpe to Mount Isa and all the way up to Weipa, we have been looking after our Members since 1971. Members expect us to be genuinely helpful, make things easy and help them achieve their financial goals. Because we focus on Member-centric service, value and continue to evolve our products and services, our Members tend to develop longstanding relationships with us. Our Service Promise is about providing personalised and memorable service experiences for our Members, providers, partners and each other. It’s about doing the right thing, taking ownership and continuing to improve what we do and how we do it. We deliver on our Service Promise by being United, Responsive, Responsible and Straightforward. 13
Community involvement Queensland Country Bank has a rich history of supporting people and helping communities achieve their goals and enrich their lives. We support our communities in a multitude of ways - including being the only provider of face-to-face banking services in some communities; providing sponsorships and grants to local organisations; and supporting Members and their communities through tough times like droughts, floods, cyclones and, of course, the Coronavirus pandemic. We’re more than just a bank, we’re an integral part of the communities we partner with and we constantly look for new and better ways to engage with and support the things that matter in our local towns and cities. At Queensland Country, we believe we have an obligation to give back, and that being a good corporate citizen begins with making it possible for our employees to serve our communities actively. Every year, our employees receive up to 2 days of paid volunteer time through our Community Volunteer Program, lending their time and expertise to a charity or local community association of their choice. Employees can participate in a variety of activities such as spending time in schools, fundraising at community events, engaging in mentoring projects or dedicating their time to local community groups. I am a big believer in supporting Queensland communities and I encourage you to do the same.
Chair of the Board, Christine Flynn
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Our community
sponsorships
Each year, over 100 local sporting and community groups benefit from the support of Queensland Country Bank. From small sponsorships to local not-for-profits to major state-wide partnerships with high profile sporting organisations, sponsorships are an important way for us to both give back to our communities and help raise awareness of our organisation in our key markets. Our sponsorship program took a major step forward in early 2020 when we acquired the naming rights for Queensland Country Bank Stadium. Formerly known as North Queensland Stadium, Queensland Country Bank Stadium is a centrally located, 25,000 seat, multipurpose stadium located in in Townsville. The stadium is home to the beloved North Queensland Cowboys NRL Team and hosts major events such as concerts and international sporting games. Obtaining naming rights for the stadium coincided with our change to become a member-owned bank and provided a significant boost for the awareness of our new brand. While the stadium is based in Townsville, the events held there receive nation-wide exposure and we feel confident this investment will help many more people from right across the state become familiar with the Queensland Country Bank name.
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Our banking products and services
What
we do
Banking Products
MONEY-BILL-ALT
Transaction accounts, savings accounts, SmartBudget account, business banking accounts
Home loans, personal loans, small business loans, overdrafts and credit cards
Insurance
Budgeting Service
Health insurance, home and contents, car, caravan, travel, life, landlords protection
Money Mentoring to assist with setting budgets and achieving members goals’ and SmartBudget to reduce bill shock
Other
ARROW-ALT-CIRCLE-UP
International transfers, foreign currency, payment solutions, financial planning, merchant services, phone, internet and mobile banking
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Lending
Dental Practice and Health Services Dental Services in Townsville, Mackay and Mount Isa, and Care Navigation specialty services supporting Members living with chronic disease
Our recent awards
Canstar 5 stars - Awarded Outstanding Value Personal Loans - Car Loan 2017 - 2020
Canstar 5 stars - Awarded Outstanding Value Savings Account (Pension Plus Account) 2019 and 2020
Canstar 5 stars - Awarded Outstanding Value Transaction Account (Pension Plus Account) 2019 and 2020
Canstar 5 stars – Awarded the Innovation Excellence Award for SmartBudget 2020
Members Health Fund Alliance 2021 Customer Satisfaction Awards • Overall Member Satisfaction Improvement Award – Joint Winner
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Our locations
North Queensland Atherton Cairns City Earlville Innisfail Cairns
Territory Health Fund
Mount Isa Smithfield
Darwin
Weipa
Central Queensland
Aitkenvale Ayr
Bowen
Townsville
Caneland Charters Towers
Mount Isa
Collinsville Deeragun Mackay
Home Hill Magnetic Island Mount Pleasant Rockhampton Townsville City Willows
South East Queensland Beaudesert Booval Brisbane Head Office
Jimboomba
Administration Office Contact Centre
Maleny Maleny
Riverlink
Dental Practice Health Fund Retail Hub
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Stanthorpe Ipswich
Brisbane
Virginia
02
Our thing 19
Business Departments
What each area does
Finance and Treasury
People and Culture
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Information Communications Technology (ICT)
Projects
Legal and Compliance, Risk and Audit
Retail Banking
Corporate Services
Business Optimisation and Data Analytics
Health Fund
Business Departments
Finance Finance is responsible for managing the organisation's financial performance by monitoring, projecting and reporting performance accurately and on a timely basis. It is also responsible for anticipating any financial issues and providing potential solutions. Some areas we manage: - Budget development and reporting - Management and board reporting - Statutory reporting (APRA) - Taxation - Capital management
Treasury
Information Communications Technology (ICT) Our ICT team manages all our technology from your windows environment to the Data Action Core Banking System and all associated development. Technology is forever evolving and our team helps ensure that not only are our systems operating as well as they can, but that they are involved in the evolution of these technologies with key external partners. Our team manages your daily questions and issues through the SysAid online ticketing system, enabling them to quickly and efficiently address issues.
Treasury is responsible for managing the performance of the investment and liquidity portfolios of both the Bank and the health Fund. This includes daily cash flow management and maintaining corporate investments. Treasury is also responsible for the funding strategy and managing financial risks such as liquidity risk, funding risks and interest rate risk. 21
Business Departments
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Legal and Compliance, Risk and Audit
Business Optimisation and Data Analytics
As a company we are governed by a number of regulators including APRA and ASIC. Our departments conduct ongoing independent assessments of Queensland Country Bank and the Health Fund’s compliance with regulation and our risk profile. This is to ensure that all areas of the business have appropriate awareness of their obligations in meeting these regulatory standards and the risk associated with their particular area. The Compliance, Risk and Audit department is charged with assisting the business to meet its obligations through regular engagement from Board to all staff on regulatory requirements and changes, the impacts these have on our business and the way we do things. Internal Audit help Queensland Country accomplish its objectives by bringing a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, control and governance processes. By providing independent, objective assurance and consulting activities, Internal Audit adds value and improves operations.
The Business Optimisation team strive to continuously improve the Member and staff experience through fast, simple and efficient processes. Using data and analytics, they investigate and solve the root cause of problems and work alongside departments to implement sustainable process improvements. The team are responsible for driving innovation and streamlining Queensland Country processes through the use of workflow automation software. The Data Analytics team extract and analyse data from our core systems. They provide business intelligence from reporting to dashboards and assist the business to answer complex business questions.
Business Departments
People and Culture At the heart of Queensland Country are our people. It’s the people that work here who make it an extraordinary place to work. It’s you who makes the difference. In People and Culture, we retain a balanced and clear focus on managing the human side, as well as the business side to enable us to achieve our organisational goals. We aim to engage heads, hearts and hands in all the work we do. Our organisational values are what connects us. It's not just about what we do - our jobs - it’s about how we behave on a daily basis, our interactions and relationships with others. You are a part of our culture. You participate in it every day. You also influence it.
Projects As a progressive organisation, we are continually working on several strategic projects across both the Bank and the Health Fund at any one time. Our Project area provides specialist direction, tools and monitoring to ensure each project stays on track and achieves its goals. We also have a Project Portfolio Committee (PPC) and Project & ICT Steering Committee (SPICT) who meet regularly to provide project governance, which includes everything from ensuring projects are in alignment with organisational strategic goals and plans, decision making and approvals, budget allocation and monitoring, interdependencies to overseeing each project.
All activity in People and Culture is centered around creating a great place to work. We believe happy, engaged and productive staff will create happy and loyal Members. Our major areas of responsibility are hiring the right people, training and leadership development, retaining talent, diversity and inclusion, health and safety and reward and recognition.
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Business Departments
Retail Banking Retail Banking is all about serving our Members. The Retail Banking business unit is made up of a connected network of branches, service centres, contact centres and support functions, which include our website, marketing, product development, third party associates and operations management. Our teams work together through the sales process, providing the best experience for our Members. Our Product team create and regularly review our products to make sure we have the best on offer for our Members and remain competitive in the market. They assist with product knowledge and know how to support our Member facing teams. Our Marketing team promote and present our products to our Members
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and potential Members. They constantly work on building confidence and credibility in our brand and channelling people through to our sales team whether it is one of our branches, the contact centre or our digital branches – our website and social media pages. Our Branch Operations team work to ensure that the right processes and procedures are in place within the branch network for safe and efficient operating for Members and staff. They are also responsible for branch 'fit out' and any hardware within the branch. Finally we have our Distribution team, which consists of Branches, Contact Centre, Business Banking and Direct Business channels, the face of Queensland Country. They get to know our Members and understand
their needs while assisting them throughout their banking life. They build relationships and friendships and are integral parts of their communities. Our goal is to grow and exceed our business goals in a Member-centric environment that exceeds our Members expectations.
Business Departments
Retail Banking Products − Product creation − Third party supplier relationships – CGU Insurance – Western Union – Travelex – MLC – Canstar – Mozo – Greenridge
Marketing and PR − Campaigns − Sponsorships − Branding − Community Grants − Public Relations
Branch Operations
Distribution
− Branch design, layout and leasing
− Product sales and enquiries
− Branch policy and procedures
− Member services
− Branch service agreements: - ATM's - Stationery and brochures - Archiving - Security
− Community involvement
QC Direct (Contact Centre)
− Maintaining a member experience standards − Member feedback and complaints − Onboarding and life changes of a Member
− Branch operation activities
Broker Channel
Member Experience
Branch Network
Business Banking
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Business Departments
Corporate Services Corporate Services handle all Queensland Country’s back office processing, system management and property questions and queries. While we are not Member facing, we play a huge role in enabling you to provide the best service possible to our Members through high quality and efficient service. We have specialist knowledge in the areas of Credit and Fraud, Member Administration, SmartBudget and Facilities Management which are all here to help you.
also complete any non-standard and commercial document requests. The support of our network is rounded out by our Settlements and Administration Officers who complete and arrange all outgoing settlements and manage credit related Member communications. Collections Officers handle all notices to Members who are behind in payments and they always look for ways to work with the Member to find the best outcome for them and Queensland Country.
Credit and Fraud
The Fraud team investigate and action fraudulent card and transaction disputes as well as ATM disputes for non-receipt of cash. The team also manage any fraud relating to payments via the New Payment Platform (NPP) as well as providing assistance to Members and staff in relation to general fraud and suspected unauthorised transaction enquiries.
Our Loan Assessors assess all loan applications that sit outside of authorised Branch delegations. They can assist you in putting deals together that may be a little tricky and can handle any policy questions or queries you may have. All of our mortgages are prepared by our Mortgage Preparation team who 26
Member Support This team comprises four smaller teams (Payments, Card Services, Membership Support and Deceased Estates) who are the trusted experts in their respective areas and are relied upon to provide assistance with unusual and complex matters. The Payments team are responsible for ensuring electronic payments (Direct Entry, Member Chequing, and NPP) are successfully processed to Members Accounts and investigate when payments don’t go where they are supposed to (e.g. Mistaken Payments, Traces, Recalls) Card Services ensure Members receive their new and replacement cards in a timely manner and assist with questions in relation to card usage and limits. The Membership Support team provide guidance and quality assurance in
the area of new personal and nonpersonal Memberships. When a Member passes away, our Deceased Estates team provide assistance to frontline staff dealing with grieving relatives and are the liaison for Executors and Administrators of the Estate.
SmartBudget The team manages all areas across SmartBudget. They assist with all queries relating to the SmartBudget portal, logins, operational and technical issues along with training and support. The team is responsible for SmartBudget product development and providing frontline staff administrative support which includes loading new agreements and renewals, modifications, paying bills, opening and closing of SmartBudget Accounts, agreement cancellations and approvals for agreements that fall outside of policy. The team also monitors
levels of compliance with legislation, applicable codes, and board and management policies.
Facilities Our Facilities team manage any building maintenance, branch refurbishments, leasing, corporate vehicles and general property enquiries. Our staff are happy to discuss any concerns you have regarding property items or maintenance requests. They look for ways to correct or address any issues as quickly as possible limiting the impact on our staff and Members.
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Health Fund
vision
valued
Our is to be the most Health Fund in Queensland and the Northern Territory Queensland Country Health Fund is a subsidiary company of Queensland Country Bank and operates to provide private health insurance that features competitive premiums and market leading benefits to people in Queensland and the Northern Territory. We are of the firm belief that providing people in our communities with access to quality, affordable health insurance will make a positive contribution to their health and wellbeing. The Health Fund was established in 1977 in Mount Isa and now insures more than 65,000 people predominantly in regional Queensland and has retail centres in Aitkenvale, Ayr, Cairns, Mackay, Rockhampton and Mount Isa.
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In 2015, we established a dental practice in Townsville to assist Members in accessing more affordable dental care with the knowledge that improved dental care leads to improved general health. Following the success of our Townsville practice we have expanded our network with the opening of practices in both Mount Isa and Mackay. The Queensland Country Dental philosophy is to provide high quality, patient focused preventive dental and general dental services for the whole family. This is achieved by providing preventive and diagnostic treatments at no or low gap for Members of Queensland Country Health Fund with extras cover.
As part of our commitment to helping Members and their communities to live better lives through better health, we also support organisations that encourage healthy activities in our communities including fun runs, triathlons and cycling events. Recognising that some of our Members may need additional support to recover and manage chronic illness, we offer care at home using local allied health professionals at no cost to our Members. This home-based care is organised through Queensland Country Care Navigation, a subsidiary company of Queensland Country Health Fund.
The service was launched in 2016 and is provided by Registered Nurses for our Members with our top level of hospital (Gold & Silver+) Cover and predominantly aimed at Members 55 years and above. Our Care Navigation team identify Members that could benefit from extra support with improved patient outcomes.
There are many qualities that make us stand out from our competitors including:
There are several statements that have been developed in conjunction with staff that underpin our business:
- Freedom of choice of allied health service providers
- Recognised for our contribution to Member and community health in our markets
In addition to these great services, in 2017 the Fund established Territory Health Fund to provide health insurance services to people in the Northern Territory. Territory Health Fund continues to grow with a retail kiosk opened in 2020.
- Competitive premiums
- Simple and easy to understand products - Market leading benefits
- Exceptional Member experience - Dental services - Great staff to deal with
- Simplicity and ease of use underpins our value proposition to Members - We understand our Members because we live and work in regional areas - Our driver is providing a great Member experience not bottom-line profit - The logical choice for couples and young families - Member retention that is the envy of the industry We are continually looking for better ways to provide service to our Members and we seek their feedback through Member satisfaction surveys each year. These surveys consistently demonstrate a Member satisfaction rating of 95% and help us understand how we can improve the service we offer. We keep the Member at the centre of everything that we do!
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Key performance indicators We use Key Performance Indicators (KPI's) to clearly communicate our business goals for the year ahead. Our targets are set in line with our business growth objectives. We have seven KPI's, they are: - Loans issued - General Insurance - Health Insurance - SmartBudget - New Memberships - Net Promoter Score (NPS) - Mystery Shop KPI's are used to measure team progress and performance. They are aligned with our business goals and strategy, while also drawing focus to our key business objectives. Our main KPI focus, which is in line with our business goals and objectives, is loans issued. Loans issued refers
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to new home loans, personal loans and credit cards all of which bring us stability and steady growth along with the income to support our ongoing services to Members. To bring balance to the company we have ensured that we have three KPI's (and 40% of the weightings) focused on our Members. After all, our business is centered on ‘making our Members proud’. Our Net Promotor Score is about measuring the loyalty our Members have with us; Mystery Shop is a measurement of the service and experience Members receive and lastly New Memberships is one of our KPIs as we need to continually grow as a business to ensure we can continue to give back to our Members. Our insurance protects our Members from unexpected events that could financially and emotionally impact them. This KPI is not only an integral part of our overall business strategy
but a way to ensure our Members are protected from avoidable loss. SmartBudget and Queensland Country Health Insurance are our flagship products. They are our point of difference in a competitive market so we need to make sure they are always front of mind when speaking to Members. Of course, total number of Members is one of our KPI's as we need to continually grow as a business to ensure we can continue to give back to our Members.
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03
For you 32
Simply put, what we do, is about making Queensland Country a great place for you to work. Diversity and equality At Queensland Country, we have always put people first and we understand the value of diversity. By creating an inclusive environment we can leverage individual differences and create endless opportunities. It also creates a highly productive workplace and increases morale. And, as everyone knows, this is essential to sustain optimum business performance in our dynamic and rapidly changing industry. We are proud of our supportive and inclusive culture at Queensland Country. Our Executive team and the Board are committed to supporting diversity, so much so, that we implemented a Diversity and Equality Strategy to ensure we remain committed to equality for gender, culture, age and people with a disability. Some of our achievements include being an Employer of Choice for Gender Equality five years in a row and having a fantastic working relationship with
Emma, the Master Shredder who is inspirational to many people on how someone with a disability can add incredible value to a workplace. We run an indigenous traineeship program and leverage our relationships with local groups including the Cowboys House to support the program.
Health and wellbeing It’s important to us to provide a safe, healthy and productive environment. Your safety is paramount, and we have a team of trained Workplace Health and Safety Officers, Rehabilitation and Return to Work Coordinators, First Aid Officers, Mental Health First Aid Officers and Fire Wardens to help keep you safe. Our employee benefits have been designed to support your health and wellbeing. Some examples or this are an Employee Assistant Program (confidential counselling service), Quit Smoking Program, $200 for gym or fitness training and more.
Flexibility in the workplace We recognise flexible work options and family friendly work practices which help us maintain a diverse, adaptive and high performing workforce. This flexibility helps us meet our current and future business needs. To help understand how flexibility can work for you or your staff, refer to the Flexibility at Queensland Country Guide (located on Rocket under Work Life).
Dress standards We place great importance on our appearance. Our uniform brings us together and creates a sense of belonging and equality as well as, helping to build a trusted brand in the community. Uniforms also help limit choice fatigue in the morning (because we have enough decisions to make!) so wear your new uniform with pride.
A great place to work! 33
Learning, engagement and performance In line with our values of Put People First, Bring Your Best we want to support you to continue to learn and grow, and develop your skills and knowledge, for your own job satisfaction and for the success of the organisation. We offer a broad range of professional development learning opportunities online and face to face including: attending formal training courses and seminars, scheduled training sessions, on the job coaching and observations, and continuing professional development activities.
You are also required to undertake a few compliance modules every year. You have direct access to these modules via PeopleHub. PeopleHub is our human resources platform where we also capture, record and monitor Continuing Professional Development (CPD) for Authorised Lenders, 4x4 progress and performance appraisal review conversations and individual performance and development goals. We also utilise several other online learning platforms such as the CGU portal and health online learning to develop staff in specialised areas.
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Job
Professional Development, Position Description, Knowledge, Skills, Compliance & Risk
Behaviour Professionalism, Values, Service
Wellbeing
Contribution Team, Organisation, Change & Innovation
Professional Learning and professional development Queensland Country is committed to the development and growth of our people. An example of this is our commitment to schedule and deliver weekly training which is built into all employees standard work hours. We offer a variety of inhouse training including face to face programs, e-learning, self-paced modules, forums and critical work experiences. We also leverage industry best practice training organisations for specialist training such as FSR and formal qualifications. Authorised Lenders and specialist roles are required to complete a certain number of hours of professional development per year to maintain their professional credentials. We assist by offering both internally developed and current industry knowledge content on a regular basis.
development
Doing the right thing
Performance
Doing the right thing is more than maintaining a positive work environment, and promoting a workplace free from discrimination and harassment. It's about our responsibilities and obligations to the organisation, our Members and ourselves. We are bound by certain regulators such as ASIC, APRA and other legal obligations and it is important that as an organisation we do the right thing. All employees are expected to complete a number of mandatory compliance modules when they join the organisation and on an ongoing and frequent basis. We encourage you to do the right thing first time, every time.
Your manager will coach, develop and guide you. They will also provide you with feedback on how you are progressing and performing. We have a contemporary approach to performance appraisals. It's called 4x4 Progress and Performance Appraisal Review, or 4x4 for short. The 4x4 is a quarterly, all inclusive check-in to discuss your progress and performance. Regular 4x4 conversations with your manager will help provide clarity on goals and expectations, provide you with timely feedback and support and ensure you are on track for success. Each review has four key areas of focus – Wellbeing, Job, Behaviour and Contribution. You are in the driver's seat of your performance and growth. Your manager will meet with you to discuss the 4 x 4 approach.
A great place to work! 35
People + Culture
You rock!
Thank you!
raise
You got p
You got praise
Well done!
You got praise
Praise, recognition and feedback are so important. Everyone needs to know how they are tracking, what they are working towards and that they are valued and appreciated. Our 4x4 Progress and Performance approach is a fantastic and contemporary way of making sure you get the recognition and feedback you deserve.
Executive Manager, People & Culture Katherine Brennan
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Our learning philosophy Queensland Country utilises the 70:20:10 learning philosophy. This flexible approach to learning and development is effective in delivering and sustaining learning in the workplace. It acknowledges that learning is formal, informal and opportunistic. The learner is as equally responsible for and in control of their learning as their Manager and the L&D team. While there is value in formal training plans and courses, a substantial amount of knowledge can be transferred in less structured environments more regularly. Smaller bites of knowledge mixed with hands-on experience builds a robust workforce which demonstrates a growth mindset.
10% of learning is from formal education – learning and development through structured course, seminars and programs. Attending industry meetings, networking events or forums also contribute to expanding your knowledge.
20% is gained through social interactions and exposure to others who are skilled and knowledgeable in the area through coaching, leveraging relationships, personal networks and other collaborative and co-operative actions.
Plug in to Workplace learning Social learning Formal learning
70% of learning is gained through experiential activities, experience and on the job learning. Skills and knowledge are gained by completing day-to-tasks, challenges and practice.
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Brand Guidelines Colours Primary Colours
CMYK: 0,24,100,0 RGB: 255,196,12 #FFC40C PMS: 123 VINYL: AVERY BUTTERCUP YELLOW
CMYK: 0,55,100,0 RGB: 246,139,31 #F78A1F PMS: 144 VINYL: AVERY SWEET ORANGE
CMYK 0,0,0,90 RGB 51,49,50 #333132 PMS: 426 VINYL: AVERY STORM GREY
CMYK: 0,0,0,80 RGB: 88,89,91 #58595B PMS: 431 VINYL: AVERY STORM GREY
CMYK: 0,100,96,28 RGB: 181,18,27 #B5121B PMS: 2350 VINYL: AVERY TOMATO RED
CMYK: 93,55,16,25 RGB: 40,87,128 #285780 PMS: 2161
CMYK: 1,92,61,0 RGB: 235,58,84 #EB3A54 PMS: 198
Secondary Colours – usage by approval from Marketing only
CMYK: 0,18,75,0 RGB: 255,211,73 #FFD349 PMS: 141
CMYK: 0,40,100,0 RGB: 250,166,26 #FAA61A PMS: 143 VINYL: AVERY MORNING ORANGE
CMYK: 75,15,30,0 RGB: 41,165,177 #29A5B1 PMS: 7710
Tonal Colours – usage by approval from marketing only
CMYK: 0,14,57,0 RGB: 251,219,143 #FBDB8F PMS: 2001
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CMYK: 38,30,33,1 RGB: 163,164,161 #A3A4A1 PMS: 422 VINYL: AVERY DOVE GREY
CMYK: 0,10,24,12 RGB: 226,204,176 #E2CCB0 PMS: 4685
CMYK: 4,3,6,0 RGB: 240,240,235 #F0F0EB PMS: WARM GREY 1 VINYL: AVERY PEARL GREY
CMYK: 86,12,50,25 RGB: 0,129,118 #008176 PMS: 7717
Brand Guidelines Typography Primary typeface
STOLZL LIGHT
STOLZL BOOK
STOLZL MEDIUM
STOLZL BOLD
abcdefghijklmnop 1234567890 abcdefghijklmnop 1234567890 abcdefghijklmnop 1234567890 abcdefghijklmnop 1234567890
Accent typeface
WHITE BUTTELL
abcdefghijklmnop 12345678 90 A BC D E F G H I J K L M N O P
Internal intranet / web safe typeface
CALIBRI
abcdefghijklmnop 1234567890 39
Queensland Country Centre, 333 Ross River Road Aitkenvale, Queensland, 4814 PO Box 679 Aitkenvale Queensland, 4814
Queensland Country Bank 1800 075 078 Queensland Country Health Fund 1800 813 415
info@queenslandcountry.bank info@queenslandcountry.health
@queenslandcountry @qldcountryhealth @territoryhealthfund
Welcome to the Queensland Country
family
@queenslandcountry @qldcountryhealth
@qldcountrycu
November 2021