Surge Recruitment for Disaster Recovery and Emergency Response
Background
This Government department is responsible for supporting communities affected by extreme natural events, creating an urgent need for customer service personnel during disaster recovery periods.
DFP was engaged to provide rapid recruitment support for contact centre roles, often within compressed timeframes and with minimal notice.
Our Approach
DFP partnered closely with the department to rapidly source, assess and place suitable candidates to support community recovery operations. Leveraging retained organisational knowledge and access to pre-qualified candidate pools, DFP was able to quickly mobilise recruitment activities in response to emerging workforce requirements.
Key activities included:
Talent sourcing through existing candidate networks and advertising.
Candidate care and communication throughout the recruitment process.
Application assessment, shortlisting and online assessments.
Behavioural interviewing and reference checking.
Coordination of disaster recovery training and onboarding activities.
Outcomes
DFP's surge recruitment capability enabled the department to rapidly mobilise customer service personnel in response to cyclones, floods and other extreme natural events, supporting the delivery of critical services to impacted communities:
Since 2021, DFP has supported disaster response and recovery recruitment activities across multiple extreme natural events.
Managed 850 applications for Customer Service Officer roles within 3 business days.
Conducted 163 behavioural interviews to assess candidate suitability.
Completed 211 reference checks within compressed recruitment timeframes.
Successfully placed 135 customer service personnel to support community recovery operations.
Delivered end-to-end recruitment services despite minimal notice and rapidly changing workforce requirements.
