Case Studies

Services Australia

Services Australia has partnered with Chandler Macleod to manage the assessment and recruitment process for multiple graduate intakes.

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Background

Services Australia, formerly the Department of Human Services, is an executive agency of the Australian Government, responsible for delivering a range of welfare, health, child support payments and other services to eligible Australian citizens and permanent residents.


Since 2012, Services Australia has partnered with Chandler Macleod to deliver the assessment and recruitment process for multiple Graduate intakes. 


Since 2017, and with the ‘unbundled’ services contract in 2020, Chandler Macleod has assisted with bulk recruitment projects including nationwide Service Delivery intakes across APS3 to EL2 and on-demand RPO services provided according to business needs including Aboriginal and Torres Strait Islander Recruitment.

Solutions


Recruitment projects undertaken by Chandler Macleod have predominantly involved high-volume intakes for customer service and service delivery roles. These processes have managed upwards of 10,000 applications, with candidates progressing through multiple stages, including online assessments and video or telephone interviews. Projects have also encompassed end-to-end onboarding, covering verbal offers, letter generation, ongoing candidate engagement, and talent pool management.


For each project, Chandler Macleod designed a bespoke, flexible assessment solution tailored to the Agency's needs. These solutions were capable of handling large application volumes while ensuring a fair and equitable process, leveraging digital and remote delivery methods to enhance efficiency and accessibility.


In the high-volume service delivery recruitment processes — which have formed the core of Chandler Macleod’s recent engagements — assessments focused on broad capability categories applicable to all vacancies within each project. These included communication, relationship-building, and problem-solving skills, along with leadership and development capabilities appropriate to the role’s level. Great care was taken to ensure that all assessments aligned with the specific skills and competencies sought by Services Australia.


Regular reviews were conducted between intakes, with Chandler Macleod and the Agency collaborating to identify key process improvements. These insights were effectively applied during the course of the project to ensure a seamless, robust process for all stakeholders.


Outcomes


Chandler Macleod has assisted Services Australia with processes tallying upwards of 100,000 applications and administered over 220,000 individual online assessments and invited over 36,000 candidates to a combination of live and one-way online interviews. 


This process included over 500 candidates who chose to identify themselves as having disability. 


Over 5,000 live video interviews were conducted over 2 months for candidates at the APS3 and APS4 levels, using a combination of Chandler Macleod scribes and panelists as well as Services Australia staff. This process included invitations, bookings, schedule management, assessor training, reasonable adjustments, and candidate care throughout.  


For one APS3/4 level customer service recruitment project, we provided Chandler Macleod scribes to work with Services Australia panelists in up to 20 panels per day. On an average day, there would be about 15 panels interviewing candidates and each panel was scheduled to conduct 10 interviews per day. This sustained scribing work was performed in a condensed timeblock to achieve over 5,000 completed panel interviews within a two-month period. 


As a current member of the Recruitment Services Panel, our team are experts in providing unbundled recruitment services to Services Australia on an as needs, project basis. We work closely with the recruitment team across the full range of services offered, along with building meaningful working relationships with hiring managers. 


Chandler Macleod has been engaged to assist with over 200 processes since March 2020 and we have provided over 1,500 hours of scribing services. We have provided additional review and education services for the broader Services Australia recruitment team to assist with outlining services available and online assessment options in the market, as well as best practice utilisation.


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