mentor

senior mentor

Sureway Employment

The frontline staff are exceptional with a collaborative and passion driven approach. Its a shame that management does not have the same approach and actively worked against team culture. Although the turn over rate in the industry is high, the turn over rate for Sureway was astronomical. 

The local manager has no people-skills and actively sabotaged professional and personal relationships required to complete the duties of the role. Quiet often these conversations taking place in front of customers and other staff and resulting in team separation due to fear of being 'spotlighted'. Meeting KPIs meant nothing. If you didn't belong to the 'netball mums' group, you were intentionally ostracized. 
Management have a bad habit of gossiping behind staff members backs to create a 'he said/she said' culture and then utilised position to bully anyone who commented on the poor working conditions created. 
Tears as a result of customers complex and awful stories were less frequent then the staff tears as a result of management. 

Consultants day to day routine was subjected to unrealistic time frame requests from management, often as a result of poor communication and lack of follow through from management who seemed incapable of passing on information within a timely manner so consultants can be organised and complete duties to the best of their ability. Frequent last minute report requests where used as a way to 'motivate' consultants through fear mongering and suggestion of under performance, regardless of KPIs being met. The consultants that added to this culture and enabled the management teams poor behavior, regularly under performed, yet the short fall in their KPI was expected to be picked up by performing consultants.

Management was nowhere to be seen, and hid in the office, only leaving to hold inappropriate conversations in front of customers with friends/colleagues or to bully a colleague in front of someone. 
If the manager attended a site office, the staff, who are all adults, became incredibly anxious (not just the 'be on your best behavior in front if the boss anxious). Adults who communicated all day every day with customers, stake holders, community organisations etc, would become tongue tied trying to communicate a simple detail while management was present.  

Privacy is next to non-existent for staff or customers. When bringing up the privacy concern about group servicing, we are reminded this is the individual staff member's responsibility and accountability, while the company takes no responsibility, and continues to push the servicing model with no advice on how to look after staff accountability or customers details. 

Expenditure requests where greeted with discriminative judgment of the customer and the consultants regularly hold arguments with management to advocate for their customers as management seem unable to comprehend customers situations due to lack of empathy, compassion or even the desire to understand. The customer is beneath them. 

Only apply to work for Sureway if you want to walk away with mental health issues. 

The following points are what I observed to be the dominant issues in this position:
1.) The consistently high staff turnover and perpetual state of understaffing/short staffing in comparison with Sureway's direct competitors;
2.) The 'group' servicing model Sureway implemented to increase caseloads, and hence, profits. This requires RCs book up to nine clients in the same time-slot, then service all of those clients together as a group. With individual client’s details both audible- and visible on screen- to all clients present in group servicing appointments, servicing this way espouses efficiency at the expense of individual client's privacy, potential conflict of interest, and/or rights of confidentiality;  
This service model essentially creates an orchestrated group-of-strangers environment which is not conducive to establishing rapport, engaging individual clients to identify their skills and strengths, or addressing their barriers to employment and/or education adequately.  3.)An intranet system that is plagued all-day-everyday by long delays in processing and updating the client data RCs need to enter;
4.)Due both to time-constraints implicit in group servicing, and the lack of an appropriate environment in which to build the trust essential of rapport, it undermines the opportunity to influence positive change in clients, and denies both client and RC the chance to comprehensively assess which suitable training and sustainable employment options are possible to expand upon the client’s skillset.   
4.) the inconsistent, often-outdated, and vague training modules (predominantly in the form of 10-question-multiple-choice quizzes) without adequate time allocated for staff training and/or supervision;
5.) The deep chasm between upper management's expectations and demands with the reality of not being able to provide an effective service to clients whilst having to use such a servicing model;

i was not formally trained for long enough, they do not have detailed procedures when trainers are absent.  rude and cranky staff who were objectionate to me asking where people sat, especially since i was new.  the staff were clicky and didn't include me.  they have the worst intranet site, as in they should have detailed job and section positions on the website within the organisation to help with conflict (asking staff where people sat), people change organisations or offices and they don't update the system, no one in our regional is helpful.  they don't communicate between staff. a couple of people were agressive within the workforce and i still had to work with them continually without the issues being resolved, which is why i quit.  I promise i have no vendetta against sureway, just the wagga head office is run horribly.

Yours sincerely

Training that’s given needs improving 
Management act like they’re for you but are far from it. 
Is only focused on making money
Have a core belief they are suppose to represent and are totally the opposite 
Show any weakness or emotion and you’re segregated and out. Unless you don’t know what your doing but suck up to Management then your fine
Staff turn over is ridiculous 
Do not recommend for the client they’re supposed to help or the staff trying to work there 

Working for Sureway i found there to be minimal training, alot of bullying issues, which management failed to resolve. Staff are completely under valued for the hard work and unpaid overtime that they do. Sureway made a number of people redundant recently they are supposed to be an employment and training provider yet they have closed there training centre and now have made alot of staff unemployed.

Never recommend working for Sureway. No bonus paid when KPIs are met. Unfair dismissal of many staff less than two weeks before probation period due to end even when all targets were met and exceeded. Poor working conditions staff bullied into working many unpaid hours. Upper management known for harassment of staff. No support with staff training.

Very stressful company to work for. Training is very poor. Management does not trust staff. Everything is monitored remotely. employment consultant staff are not supported by management clients are not supported by management. offices very badly equipped. No/ very little access to company vehicles.

Being un-employed for the first time in my life I attended Sureway looking for employment.  I was advised to register on-line.  I asked what jobs there were available, only to be told "oh, we don't have any jobs".
I went home and registered on-line, and have never been contacted by Sureway since.

Overall, looks nice but is far from it, management are untrustworthy, not supportive, a very bipolar environment, very limited training or support whilst training, not in it to care for clients. 

If you apply, I would not recommend Gippsland Location. Until management improves. 

I didn’t mind working for Sureway. I felt I had a lot of opportunities and flexibility. I liked the team. The offices were nice. Management doesn’t trust staff. All cars have trackers in them, and everything you do is monitored. If you do your job well you have nothing to worry about. 

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