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Goal 2 - Trusted educator

WE ENGAGE AND SHARE OUR KNOWLEDGE AS A RESPECTED REGULATOR

Deliver increased awareness of the Fund, improved employer compliance and enhanced engagement with our clients and stakeholders.

Performance criterion 1 – Brand recognition

Criterion source

2019–20 Corporate Plan (Performance section, page 23)

Results against performance criterion

2019–20 saw a positive brand recognition improvement to the baseline measure established during the previous period.

There was a 48% increase in new employer registrations compared to last year – more employers participating in the scheme means greater brand recognition and industry presence for Coal LSL.

There was also 7% greater inbound contact to the call centre.

There were fewer direct website URL searches, indicating increased bookmarking of our web pages as brand recognition increased.

Performance criterion 2 – Recognition of eligible service: Positive measure

Criterion source

2019–20 Corporate Plan (Performance section, page 23)

Results against performance criterion

During the year we continued to engage and educate employees on their entitlements under the scheme.

Improved information provided through the contact centre, and clearer education and guidance provided online and by our Client Engagement team, have improved employee awareness and understanding of the scheme.

The improved awareness and understanding culminated in 561 Missing Service Review applications being received from employees in 2019–20. During the same period 404 applications were recognised as eligible service.

Performance criterion 3 – New employer registrations: Positive measure

Criterion source

2019–20 Corporate Plan (Performance section, page 23)

Results against performance criterion

We delivered on the goals set in our Tactical Client Engagement Strategy in 2019–20, educating employers about their obligations under the scheme and compelling those with obligations to register. This resulted in a further 218 new employer registrations in 2019–20, a 48% increase in registrations on the prior year.

Performance criterion 4 – Recovery of back-levies: Positive measure

Criterion source

2019–20 Corporate Plan (Performance section, page 23)

Results against performance criterion

As a direct result of the engagement efforts with employers regarding their obligations under the scheme, non-compliant employers committed to repaying more than $4.9 million in historically unpaid back-levies.

This resulted in 4,167 back levies being submitted by more than 200 employers during the year, supporting our efforts towards all eligible employees in the industry having their full entitlement recognised. In many cases, these employers continue to pay levies into the Fund on an ongoing basis and are now compliant with the scheme.

Performance criterion 5 – Client and stakeholder engagement: Baseline measure

Criterion source

2019–20 Corporate Plan (Performance section, page 23)

Results against performance criterion

In 2019–20 we reviewed how clients were choosing to engage with us. We analysed their topics of interest and interactions with our digital mediums and, from this, were able to establish a baseline measure for client and stakeholder engagement.

Direct engagement continues to prove the most effective method for educating non-compliant employers, yielding 218 new registered employers during the reporting period. Additionally, we expanded those engagements this year with a new Employer Relations team dedicated to supporting employers post-registration. In the 10 months since September, this team yielded 1,216 proactive employer engagements in an effort to educate and guide employers as they fulfil their obligations within the scheme.

Seven issues of our client digital e-newsletter were circulated during the year with an average 42% open rate. Engagement with content improved following a more targeted series of stories aimed at connecting with the Fund's 'why' as opposed to the 'what' we do. Among the most-clicked content each issue were Fund education pieces, links to forms, and recent topics of interest for employees.

Our contact centre team increased their outbound contact volume by 32%, ensuring clients received responses to their enquiries in a timely manner.

Following a successful transition to working from home during the COVID-19 pandemic, our client engagements remained largely unaffected. Through the last four months of the period, when face-to-face was no longer feasible, we pivoted our engagements to videoconferencing and teleconferencing.

Analysis of performance

We achieved the desired outcomes for 2019–20 of our Trusted Educator goal by increasing awareness of the scheme, improving employer compliance with our legislation and enhancing engagement with clients and stakeholders.

Our compliance and engagement efforts were major drivers of the increase in new employer registrations, recognition of eligibility and historical accrued leave, and recovery of back-levies during the year.

Our proactive and educational approach to client service and brand awareness efforts support our aspiration to be a leader in service and continue to strengthen our position as the regulator of long service leave in the black coal mining industry.

'The Coal LSL team was incredibly friendly, patient and respectful through my interactions with them.' Employee