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 Indigenous recruitment.
Our Solutions
Recruitment projects in which Chandler Macleod have been engaged have generally been high-volume intakes for customer service/ service delivery roles. These processes have seen upwards of 10,000 applications received, each going through multiple stages of online assessment video or telephone interviews. Projects have also involved onboarding of candidates including verbal offers, generation of letters of offer and ongoing candidate engagement and talent pool management.
In each case, Chandler Macleod designed a bespoke and flexible assessment solution for the Agency that could accommodate any numbers received in a fair and equitable process while leveraging digital and remote delivery methods.
With regards to the high-volume Service Delivery recruitment processes forming the larger scale projects with which Chandler Macleod has recently assisted, assessments are targeted towards broad categories of capabilities that applied to all vacancies within the project, e.g., communication, relationship building and problem-solving competencies along with level dependent leadership and development skills.
Great care was taken to ensure all assessments aligned with the relevant skills and capabilities that Services Australia were seeking via this process. Reviews are conducted between intakes with Chandler Macleod and the Agency collaborating to identify key process improvements. These identified learnings were applied effectively and in a timely manner ‘mid project’ to ensure a smooth and robust process for all stakeholders.
Key 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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