This Quality Management System covers all operations related to the recruitment, onboarding, and management of candidates and clients across Australia and the Philippines.

1. Policy Statement

Lead Group (“The Company”) have established this quality policy to be consistent with the purpose and context of our organisation. It provides a framework for the setting and review of objectives in addition to our commitment to satisfy applicable customers’, regulatory and legislative requirements as well as our commitment to continually improve our management system.

Established in 2019, the Company provides temporary and permanent recruitment services to the Aged Care, Healthcare, Accounting and Professional Services, Hospitality and Construction Sectors.

The company’s objective is to provide experienced candidates, capable of meeting client specifications and requirements, whilst remaining compliant with prevailing legislation and adhering to contracts and agreed service levels. To achieve this, the company operates to stringent quality procedures.

It is our intention to continually strive for improvement in line with the principles of this policy and our strategic/operational objectives. The Companies approach to quality is based on four fundamental principles;

1. We conform to requirements, having identified very carefully the needs of our clients, ourapplicants and our own systems.
2. We operate a quality management system that focuses on identifying potential risks/errors in our systems, processes and documentation; and put in place the necessary preventative actions/contingencies to ensure continuing compliance with legislation and best practice.
3. We ensure quality of service provision is based on the principle of everyone understanding how to do their job to the standard required and doing it right first time.
4. We conduct a 360-degree service review process that encourages and uses feedback from our staff, clients and candidates to continuously improve our service and provide recognition where appropriate for a job well done.

To ensure that our approach to quality is successfully implemented, all staff are made responsible for identifying client and candidate requirements and for ensuring that correct procedures are adhered to meet those requirements. Our Compliance Team are responsible for maintaining quality standards through conducting regular performance reviews/appraisals and providing training in line with staff needs. We strive to implement and support processes that make it as easy as possible for all stakeholders to make complaints, provide feedback and provide constructive suggestions.

The quality principles and procedures that underpin them are communicated to staff through day-to-day management, formal monthly review meetings and annual appraisals. All Lead Group employees are always fully trained on all policies and procedures and have full access Training is an integral part of the strategy to achieve the company’s quality assurance objectives. to these documents. Refresher training is carried out quarterly with extra training taking place should there be any changes to legislation or requirements, and policies up dated. It is the duty of the Companies Management team to ensure policies are consistently updated. These policies are all reviewed at least once per quarter.

2. Context of the Organisation

Lead Group reviews internal and external factors that may impact our quality management system, including legislative, technological, and market changes. We identify and consider the needs and expectations of interested parties our clients, candidates, employees, regulators, and suppliers when establishing, implementing, and continually improving our QMS.

3. Scope of the Quality Policy

This policy applies to all aspects of the company’s operating procedures.

• Customer focus: As an organisation we have made a commitment to understand our current and future customers’ needs; meet their requirements and strive to exceed their expectations. We listen to our Customers and pride ourselves on the ability to adapt to the needs of the industries in which we operate.
• Leadership: Our organisations Senior Management are committed to creating and maintaining a working environment in which people become fully involved in achieving our objectives. They lead by example and have implemented a range of policies, procedures and training for all internal staff to ensure that our organisation as a whole are providing the best possible service at all times. Senior Management take accountability for the effectiveness of the Quality Management System and ensure that quality objectives are integrated into our strategic business planning.
• Engagement of people: As an organisation we recognise that people are the essence of any good business and that their full involvement enables their abilities to be used for our benefit. We utilize several methods to engage the local communities in which we operate to ensure that we remain known by all stakeholders as a brand people know and trust. We are committed to giving back to our local communities and regularly take part in charity events and marketing campaigns to attract new talent and give back to the communities we work with.
• Process approach: As an organisation we understand that a desired result is achieved more efficiently when activities and related resources are managed as a process or series of interconnected processes. Our policies and procedures are intertwined and cross-referenced throughout to ensure maximum effectiveness and efficiency through all processes. As discussed, all internal staff are trained on a quarterly basis on these policies to ensure that our organisation remains professional and competent in all activity. Our Senior Management team are responsible for the monitoring of this and continue to regularly spot check to evaluate where improvements can be made. In the same way, all candidates working for the company are always also fully compliant and are provided with copies of all policies and procedures, as well as training of these to ensure they too are fully aware of their obligations and responsibilities when representing our agency in providing the highest quality care to all Clients and their service users.
• Risk and Opportunity Management: Lead Group adopts a risk-based approach across all business activities. Risks and opportunities that could affect the intended outcomes of the QMS are identified, assessed, and addressed through preventive and corrective actions. This ensures continual improvement, compliance, and resilience of our processes.
• Improvement: We are committed to achieving continual improvement across all aspects of our quality management system; it is one of our core annual objectives. Continuous improvement and review of our operations ensures all company activity always remains of the highest quality standards and that we remain a trustworthy brand.
• Evidence-based decision making: As an organization we have committed to only make decisions relating to our QMS following an analysis of relevant data and information. All data and records are reviewed on at least a quarterly basis with Senior Management reviewing and internally auditing to ensure that all progression plans for the coming quarter continue to meet our company and QMS objectives. All decision making is made objectively through the evidence collated and feedback obtained from our stakeholders.
• Relationship management: The Company recognises that an organisation and the relationship it has with its external stakeholders are interdependent and a mutually beneficial relationship enhances the ability of both to create value. We strive to continuously maintain our relationships and have a dedicated in-house team who regularly speak with all Clients and external providers to build upon relationships and maintain these throughout our working partnership. All staff are responsible for building and maintaining relationships with their sole clients and candidates and understand that these are key to effective business growth and progression. Relationship building is integrated in all our policies and procedures as well as ongoing training carried out with all employees.

Our policy is also to meet the requirements of other interested parties and in meeting our social, environmental, charitable, regulatory and legislative responsibilities.

We have produced quality objectives which relate to this policy and they can be found in our Quality Objectives documentation which is updated on a quarterly basis.

Our quality objectives are measurable, monitored, and reviewed quarterly to evaluate progress and ensure alignment with our strategic direction. They typically relate to customer satisfaction, compliance rates, response times, and process improvements.

4. Authority & Responsibilities

Our directors have overall responsibility for quality and ensures that effective and compliant processes are implemented, audited and maintained throughout the business.

Staff with management responsibility are required to ensure that all aspects of this policy and the company’s quality management procedures are thoroughly understood by their direct reports. They are also responsible for providing training and conducting internal audits as required ensuring ongoing compliance.

All staff are given the authority to perform their allocated duties, identify non-compliances/possible improvement and record and report these to Recruitment and Compliance Manager such that corrective action can be taken to rectify the immediate situation and to prevent recurrence.

The Recruitment and Compliance Manager is also responsible for promoting awareness of the level of customer satisfaction and monitoring and analysing the feedback from customers.

5. Quality Assurance

Lead Group are committed to:

• Developing effective and compliant processes and procedures.
• Monitoring and continually improving its processes and procedures.
• Measuring the performance of process changes to ensure any changes to procedures deliver the anticipated improvements.
• Enhancing client, candidate and staff satisfaction.

6. Courtesy

All staff are trained to meet our stringent customer service standards. They are expected to exhibit a friendly approach and be knowledgeable, professional and courteous in meeting the needs of our clients, suppliers and candidates.

7. Communication Timescales

The Company return all telephone calls and emails received from clients, registered candidates and applicants in respect of specific vacancies within agreed timescales and KPIs. Where we are unable to achieve these, we endeavour to inform the client, candidate or applicant of the revised timescale at the earliest opportunity and keep them up to date with any changes.

8. Company Policies & Operating Procedures

A key element of the company’s Quality Management System is the requirement to comply with our documented company policies and operating procedures which include:

• Anti-Bribery & Anti-Corruption
• Business Continuity & Disaster Recovery
• Candidate Handbook
• Candidate Recruitment Procedures (including verification of ID, Right to Work, Employment History & Referencing, Professional Registration, Qualifications, Criminal Record Checks, and English Language Competency)
• Candidate Training (including Statutory & Mandatory and Clinical / Core training)
• Candidate Engagement and Management Procedures
• Client Relationship Management
• Complaints & Escalation Procedure
• Corporate Social Responsibility
• Data Protection & Readily Accessible Records
• Environmental
• Equality & Diversity
• Ethics & Business Integrity
• Fraud
• Health & Safety
• Risk Management
• Safeguarding Vulnerable Persons & Children
• Social Media Usage
• Staff Recruitment
• Staff Training
• Supplier Management
• Timesheet and Invoicing
• Whistleblowing

As a minimum, these policies are reviewed quarterly, but may be updated more often in light of changes to legislation, regulation and best practice or in light of other prevailing circumstances. All staff are required to abide by the procedures detailed within these policies, and training is provided as a mandatory part of the induction process for all new staff. Changes to policies and procedures are communicated to all staff verbally, in writing and where appropriate via training.

9. Operational Processes

Whilst most of our processes and procedures are documented as detailed above, we also operate a number of day-to-day procedures that map the candidate and client journey from order to placement and throughout the assignment.

10. Staff Ordering & Vacancy Fulfilment

Orders are placed by telephone or email are acknowledged immediately. Time of booking and response time is logged on to ensure SLA compliance. A job description and all essential/desirable criteria are requested to aid matching. The role is then allocated to the most relevant member of the Account Team to fulfil. On receiving an order, we use our searchable database to identify candidates who meet the requirement, enabling us to identify and confirm if we can fill a booking at the touch of a button. Any fulfilment issues are logged and communicated immediately to the client. A shortlist is produced (based on grade, location, availability, qualifications, recent work history and experience) and candidates are contacted to ascertain availability. We then match the most suitable candidate from the shortlist against the job description, confirm commitment to the job, and submit the worker’s profile including name, specialism, training and qualifications, experience, registration number and DBS date and registration, results of work health assessments, immunisation dates and any other information required to the client. The worker receives the job description, the Candidate Handbook and is asked to confirm acceptance of the role by in writing. A log of all activity is maintained to provide a full breakdown of requirements, response times and fulfilment and proof of induction.

11. Recruitment & Checking Process

The recruitment and vetting process is conducted in line with documented procedures. All applicants are required to complete our application form and all candidates are interviewed in person.

12. Candidate Arrival & Induction

Prior to arrival all candidates will have been provided with clear details on where to report and who to ask for. In addition to all the areas covered in our candidate handbook, they are also given details of the nature of work to be undertaken, who/where to report to, working hours, dress code, PPE, and details of any health & safety risks. They are provided with an ID badge with their name, professional body registration number, recent clear photograph and expiry date. ID badges also have our company name and branding on them. On the first day of their assignment, Candidates take with them original proof of ID and any other documentation required by the client.

13. Performance Management & Candidate Feedback

Levels of client satisfaction are monitored and reviewed by the Directors and Management team to identify trends and opportunities for continuous improvement. Operational staff are required to monitor client satisfaction and the performance, conduct, clinical performance, abilities and quality of work delivered by each worker by undertaking:

First day calls made to the client on the first day of every new assignment for temporary workers / contractors and on the start date of each permanent placement to ensure that the candidates have arrived punctually and are settling in.

Calls are made to the client at the end of the first week of the assignment for temporary workers / contractors and once the first week of work has been completed by candidates who have been permanently placed to confirm performance is meeting the client’s expectations. These calls also enable us to identify and resolve any issues at an early stage.

Monthly calls are made to the client for temporary workers / contractors to confirm that performance continues to meet the anticipated standards throughout the assignment.

End of probationary period calls to ensure that permanently placed candidates continue to perform to the required standards and that they have completed their probationary period successfully.

Formal service review visits are scheduled at a frequency agreed with the client.

The above calls / visits are logged on our recruitment software system and feedback obtained from this process, together with any relevant management is recorded and reviewed on a quarterly basis The above calls / visits are logged on our recruitment software system and feedback obtained from this process, together with any relevant management is recorded and reviewed on a quarterly basis by the Recruitment and Compliance Manager to identify trends, develop quality processes and support continuous improvement.

Candidate feedback calls reflect the client calling / visit schedule detailed above to ensure that each candidate is settling in to the new assignment / job successfully and that any problems or issues are identified and resolved quickly.

All feedback is documented and passed onto the worker in a constructive manner. Positive feedback supports recognition for a job well done and any such written feedback is passed on directly with a copy being kept on the candidate’s file. Any negative feedback or complaints will generate an immediate investigation surrounding the details and circumstances to identify the exact issue and agree a course of action to rectify it.

Discussion around the issue and the planned resolution takes place and this will lead to a time bound improvement plan which may include training, agreement to specific changes in behaviour, disciplinary action and in the case of a serious issue, suspension or dismissal. Minutes are kept of all meetings and a series of reviews takes place at agreed intervals to ensure that the resolution is generating the required improvement. All actions are documented on the employee’s personnel file and feed into the individual’s review and appraisal process.

We conduct monthly reviews and annual appraisals with workers to support continuous improvement in performance and revalidation. This is done in line with our documented appraisal and revalidation procedure.

Candidates are encouraged to visit the company’s offices to build relationships with staff and provide constructive feedback and suggestions. Staff visiting client premises will also make a point of visiting temporary workers / contractors and recently placed candidates’ onsite to support ongoing quality and performance.

14. Management Information & Review Process

The content, format and frequency of management information is based on contractual requirements and provides tangible evidence of our performance against agreed KPIs and the contractual agreements in place with our clients.

Management information forms the basis of the review process and can be provided to review the contract or by Contracting Authority.

Our systems are flexible enabling management reports to be generated quickly and to show a range of performance, diversity, fulfilment and cost metrics. We attend review meetings as agreed with our clients and recommend using an agenda which includes reviewing performance for the period (KPIs and compliance), issues/challenges identified together with proposed solutions (including agreeing actions for both parties over the forthcoming period), identifying opportunities for improvement, reviewing audit results, discussing legislative updates and any other business.

15. Staff Performance Management & Feedback

The Company ensures that all staff are involved in the process of evaluation and planning for improvements based upon feedback from questionnaires, reviews, monitoring, complaints and/or comments. Staff feedback is secured through:

• Regular informal meetings with Directors and Management Team to resolve ad hoc issues and review performance.
• Monthly review meetings with Sales Manager/Line Manager which follow an agreed agenda including reviewing performance against set targets/objectives for the period, identifying the immediate training needs/support required by staff members and setting targets/objectives for the forthcoming period.
• Formal annual appraisals designed to provide an objective view of performance. These include discussion with the staff member regarding training needs and agreeing measurable targets/objectives for the forthcoming year. Appraisals are a two-way process where staff are encouraged to share their views and identify the support and training that they require to achieve their targets and objectives as well as receiving feedback from Direct Managers.

The above review process is designed to support succession planning, talent management and career development.

16. Document Control

All documentation that relates to the company’s quality management system, or that is used in the execution of individual customer contracts is controlled to ensure that it is:

• Issued to the appropriate personnel, under the correct level of authority;
• Revised and reissued as necessary;
• All obsolete versions are removed from the point of use.

The Company operates a document control system for relevant policies and procedures which:

• Approves documents for adequacy prior to issue;
• Reviews and revises documents as necessary;
• Ensures that relevant and up to date versions of documents are available for use as appropriate;
• Ensure that documents remain legible and readily identifiable;
• Prevents the unintended use of obsolete documents.

All documented information is retained for defined periods as per our Record Retention Schedule and maintained in secure electronic form to ensure accessibility, confidentiality, and integrity.

Quality Plans are maintained by our directors who ensure that the appropriate documents are issued to all who need them.

Each client and candidate has a file which contains all relevant information held on the company's computer system for ease of access.

17. Recruitment Software

Our recruitment software system, is used to store, manage and report on client, candidate and vacancy / assignment information, processes and workflows. The system manages the full end-to-end recruitment process from advertising, screening, compliance, interviewing and assessment to placement, assignment management and feedback. It is searchable, allowing candidates to be identified by skills, grade, location and availability. It also has a diary and alerts functionality, enabling us to track and prompt candidates in advance of when compliance documentation or training expiries.

18. Management Reviews & Internal Audits

Our directors conduct two internal Quality Management audits per annum.

These are designed to:

• Confirm that the Quality Management System is achieving the expected results and meeting the Company's requirements, continuing to comply with legislative and regulatory standards, continuing to satisfy the customers’ needs and expectations, and functioning in accordance with the established Operating Procedures.
• Management reviews include evaluation of audit results, customer feedback, process performance, nonconformities, corrective actions, follow-up of previous reviews, and opportunities for improvement. Outputs of the review include decisions on resource needs, QMS changes, and updated quality objectives.
• All nonconformities are investigated to determine root causes. Corrective actions are implemented and verified for effectiveness to prevent recurrence. Lessons learned are communicated across the business to promote continual improvement.
• Expose irregularities or defects in the System, identify weaknesses and evaluate possible improvements.
• Review the effectiveness of previous corrective actions, and to review the adequacy and suitability of the management system for current and future operations of the Company.
• Review any complaints received, identify the cause, recommend corrective action if required and analyse complaints to establish if there are any patterns or trends.
• Review the findings of internal audits and identify any recurring problems or potential improvements and incorporate changes to the company’s operating procedures as appropriate.
• Review the reports of non-conforming items and trend information to identify possible improvements.

Internal audits of the Quality System are undertaken to confirm that operational staff are adhering to the Company's Procedures.

A comprehensive audit programme is compiled at least a year in advance, however should needs be identified the frequency of audit may be increased at the discretion of our directors.

Audits are undertaken by our directors who are trained in auditing and not directly responsible for the functions being audited.

Non-conformance observed is brought to the attention of the team manager of those involved and is recorded, documented and subject to timely corrective action to ensure full rectification.

Internal audit documents clearly identify the content of the audit and how the results are to be determined and monitored. Further to the completion of the audit, an audit is issued, complete with any corrective actions that are required. It is imperative that the corrective actions are completed within the agreed timescale and reviewed to ensure they are being implemented correctly and consistently. The outcomes of audits together with any corrective action will be shared with staff to support continuous improvement and compliance.

In addition to the above, themed and spot check audits will take place intermittently throughout the year and these focus on the specific areas of the operation. Line Managers also undertake ad hoc spot checks to ensure that new staff fully understand the company’s quality standards.

Lead Group uses performance data, internal audits, management reviews, and stakeholder feedback to identify trends and drive continual improvement across all operations.

19. Complaints

The bulk of service issues is raised and dealt with operationally on a day-to-day basis, however there may be occasions when a issue needs to be raised and handled formally. Formal complaints can be made using our formal complaints and escalation policy and within the timescales set out in it.

Should the complaint relate to safeguarding or misconduct, this will be investigated immediately in line with our company policies, recorded and where appropriate referred to the contracting authority, regulatory body and/or police.

The outcomes of all formal complaints are analysed and reviewed on a quarterly basis to identify any trends and to inform and support the company’s continuous improvement process.

20. Communication of Quality Processes & Training

It is the our company policy to ensure that all staff are trained and experienced to the extent necessary to undertake their assigned activities and responsibilities effectively.

On commencement of their employment, new employees undertake a full induction to the company and training that is specific to the requirements of their role. This induction is organised and implemented by their Direct Management and our HR Manager.

Ongoing training needs are identified by their Direct Management through the company’s review and appraisal process detailed previously, considering each individual’s education, skills, experience and aspirations. All staff have an appraisal at least annually and staff training is evaluated and recorded in line with the company’s training and development policy.

21. Review

This policy statement will be reviewed quarterly as part of our commitment to upholding professional standards. It may be altered from time to time in the light of legislative changes, operational procedures or other prevailing circumstances.