🇦🇺 Australian Relocation Playbook

CALL — 2 attempts same day (~11am, then ~3pm). OPEN: "Hi [First Name], quick one as we head into the final stretch with [Candidate Name] — how's it all going from your side?" GOOD → Log health score in JobAdder. No further action, just flags we're on the home straight toward the Week 15 review. BAD → Run the Concern Resolution Protocol (Tab 2). First-Response Rule applies — client bad about candidate = call candidate immediately, same day. NO ANSWER on either attempt → send this fallback email: "Hi [First Name], quick one as we head into the final stretch with [Candidate Name] — no action needed, just flagging we're on the home straight toward the Week 15 review. Anything on your mind before then, keen to hear back today. [Your Name], Stand Up Recruitment" AFTER: Log in JobAdder. Any bad result is urgent, same day.

CALL — 2 attempts same day (~11am, then ~3pm). Do not skip straight to text. OPEN: "Hi [First Name], quick check on [Candidate Name] — how's the first week gone?" GOOD → Log health score in JobAdder. No further action. BAD → Get the specific issue, don't accept vague answers. Tell them: "Leave it with me, I'll speak to [Candidate Name] and come back to you." Do not try to resolve it on this call. Run the Concern Resolution Protocol (Tab 2) — First-Response Rule: client bad about candidate = call the candidate immediately, same day. NO ANSWER on either attempt → send this fallback text: "Hi [First Name], quick one to check in on [Candidate Name] after the first week — how's it going, anything you need from us? Keen to hear back from you today if you can." AFTER: Log in JobAdder with health score. Any bad result is urgent — same day, no waiting for Week 2.

CALL — 2 attempts same day (~11am, then ~3pm). OPEN: "Hi [First Name], two weeks in now — how's [Candidate Name] going from your side?" Talking points if you need to probe further: 1. Getting on well overall 2. Fitting into the team and culture 3. Quality of work meets expectations 4. Happy with how the placement is progressing GOOD, and candidate also said good in their Week 1/2 check-in → no Week 3 check-in, resume normal cadence at Week 4. BAD → run the Concern Resolution Protocol (Tab 2). Get the specific issue. If this is the second bad result in a row (client bad in Week 1 too, or matches a bad Week 2 from the candidate) → this is a "double whammy," escalate the response per the Repeat-Issue Escalation Ladder (Tab 2) and diarise a mandatory Week 3 follow-up call. NO ANSWER on either attempt → send this fallback text: "Hi [First Name], quick two-week check on [Candidate Name] — rate 1-5 (1 = not at all, 5 = absolutely): 1. Getting on well overall 2. Fitting into the team and culture 3. Quality of work meets expectations 4. Happy with how the placement is progressing. Reply with your numbers today if you can — takes 30 seconds." AFTER: Cross-reference with candidate Week 2 answers. Mismatch → red flag → Rachel actions same day. Log health score in JobAdder. Either side bad → mandatory Week 3 follow-up call.

Only runs if Week 2 flagged a negative from either side. Skip entirely if both sides were good at Week 2. OPEN: "Hi [First Name], following up like I said I would — how's [Candidate Name] doing with [the specific issue raised]?" BETTER → Log the improvement. Also call the candidate to relay it and give them credit — close-loop-with-praise (Concern Resolution Protocol, Tab 2). STILL BAD → This is the "double whammy." Request a 3-way call or site visit — treat as triple-red. Either side declines → Rachel decides next steps same day regardless. AFTER: Log in JobAdder with health score.

CALL — 2 attempts same day (~11am, then ~3pm). Haven't spoken in a month by this point — worth the call regardless of how Weeks 1/2/4 went. OPEN: "Hi [First Name], six-week check on [Candidate Name] — how's it all going from your end?" GOOD → Log health score in JobAdder. No further action. BAD → Run the Concern Resolution Protocol (Tab 2). First-Response Rule applies — client bad about candidate = call candidate immediately, same day. NO ANSWER on either attempt → send this fallback text: "Hi [First Name], six-week check on [Candidate Name] — how are things going from your end? Happy to jump on a call if easier, otherwise keen to hear back today." AFTER: Log in JobAdder. Any bad result is urgent, same day.

QUESTIONNAIRE + CALL. PRE-CALL: Read questionnaire responses. Note any score of 3 or below. OPEN: "Hi [First Name] — one month in. I've read through your answers and just wanted to have a proper catch-up on how it's all going." Reference their responses. Start with what's going well. Ask follow-up questions where needed. If answers don't match the candidate's → log the mismatch. Do NOT disclose either side's account. Rachel actions same day. CLOSE: "Appreciate the honesty — that's exactly what helps us make this work long term. I'll be in touch at Week 6." AFTER: Log immediately. Health score. Score ≤3 → Rachel actions within 24 hours.

PRE-CALL: Read questionnaire responses. Confirm Milestone 2 invoice has been sent. OPEN: "Hi [First Name] — two months in. I've read through your answers — let's have a proper catch-up on how [Candidate Name] is tracking." Reference questionnaire responses. Address Milestone 2 if any questions arise. If client signals upcoming hire → pass to RC (Ian or Ayn) same day. CLOSE: "Really appreciate it. Three-way review coming up — I'll be in touch to lock it in." AFTER: Log in JobAdder with health score.

OPEN: "Hi [First Name], just calling ahead of next week's review — wanted to make sure we're aligned going in." ASK: 1. "Is there anything you want to make sure we cover in the meeting?" 2. "Any concerns or feedback you'd like to address with [Candidate Name] in the session?" 3. "Anything I should know before we sit down together?" CLOSE: "Great — Teams invite coming shortly. It's a forward-focused session. At the close we'll be asking both parties for a Google review — just so you know that's coming." AFTER: Determine Week 15 format — Option A (three-way Teams, default), B (private calls first), or C (private calls only). Complete both pre-calls before sending the Teams invite.

FORMAT: 30-minute Teams meeting — candidate, client, and you. Pre-calls must be done first. OPEN (0–2 min): "Thanks for jumping on — really appreciate you both making the time. [Candidate Name], you're closing in on four months in Australia now, which is a big deal. [Client Name], you've had [Candidate Name] on the tools for the same stretch. The purpose of today is simple — we want to celebrate how far we've come, make sure everyone is aligned, and look forward. Let's get into it." CANDIDATE (2–7 min): - "Four months in. How are you feeling about the move overall?" - "What's been the highlight so far — either on the job or outside of work?" - "Is the role what you expected it to be?" - "Where do you see yourself in the next 6–12 months with [Client Company]?" CLIENT (7–12 min): - "From your side [Client Name] — how has [Candidate Name] settled in?" - "What's been their standout contribution so far?" - "Are you confident this is going to be a long-term placement?" - "Is there anything you'd like to see more of from [Candidate Name] going forward?" OPEN CONVERSATION (12–22 min): "Is there anything either of you wants to raise or put on the table before we wrap up?" If something comes up → address directly. If follow-up needed: "I'll come back to you on that within 24 hours." CLOSE (22–30 min): Google review — client: "We'd love it if you could leave us a Google review — it only takes two minutes. I'll drop the link in the chat now." Google review — candidate: "Same for you [Candidate Name] — if you're happy with how Stand Up has supported you, a Google review would mean a lot." Referral ask — candidate: "And if you know any other tradespeople back in New Zealand thinking about making the move — send them our way." "Thanks again both — we'll send a summary through within 24 hours." AFTER — within 24 hours: - Personalised summary email to client (A19) - Personalised summary email to candidate (A18) - Log meeting notes + health score in JobAdder

Rachel runs it. Candidate + client + Les. Target: 10 minutes. BEFORE THE CALL - Check the last checkpoint note in JobAdder. If any issues are open, sort them in a 1:1 first, not on the 3-way. 1. OPEN - "Hi everyone, thanks for making the time. [Candidate] has now reached the 3-month mark, so this is our final review to close off the placement." - "It's a quick one. We'll hear from you both, confirm everything's tracking well, and wrap it up." 2. CLIENT - "[Client], we've had great feedback through the check-ins. How's [candidate] settled into the team?" - "What's been the biggest win from having [him/her] on board?" - "Great. So you're happy to continue as is going forward?" 3. CANDIDATE - "[Candidate], how have you found settling in, with the role, the team and life in [city]?" - "What have you enjoyed most so far?" - "Awesome. Sounds like you're well set up here." 4. CONFIRM - "Fantastic. It sounds like both sides are happy and everything's in a good place." - "It's been really great being part of this journey with you both. [Candidate], from the first chat to now being settled in [city], it's awesome to see. [Client], thank you for working so closely with us and backing [him/her] the whole way." 5. CLOSE - Rachel: "It's been a pleasure seeing this placement come together. [Client], thank you for your support throughout. [Candidate], we're really proud of how you've settled in, and we wish you all the best going forward." - Les (optional): "Thanks, both. All the best." - Rachel: "That's everything from our end. Thanks so much for your time today, everyone. Take care." IF SOMETHING COMES UP - Don't problem-solve it live. Say: "Thanks for raising that. I'll touch base with you directly after this call." - End the call politely, then action it same day. AFTER THE CALL - Log the Final Review checkpoint note in JobAdder.

CALL — 2 attempts same day (~11am, then ~3pm). OPEN: "Hey [Name], quick one as we head into the final stretch — how's it all going?" GOOD → Log health score in JobAdder. No further action, just closing in on the Week 15 review with you and [Client Company]. BAD → Run the Concern Resolution Protocol (Tab 2). First-Response Rule applies — candidate bad about client, give it a week before looping in the client (safety/welfare excepted). NO ANSWER on either attempt → send this fallback email: "Hey [First Name], quick one as we head into the final stretch — no action needed, just letting you know we're closing in on the Week 15 review with you and [Client Company]. Anything on your mind before then, keen to hear back today. [Your Name], Stand Up Recruitment" AFTER: Log in JobAdder. Any bad result is urgent, same day.

FORMAT: Phone or Teams video. 20–30 minutes. Use for every candidate, both pathways. If no answer — text: "Hey [First Name], it's Rachel from Stand Up Recruitment. I just tried to give you a call. I'd love to go through everything you need before you fly and answer any questions you have. When is a good time? We can do a Teams call or phone call, whatever works best for you." BEFORE YOU DIAL: - Confirm TOB status in JobAdder — signed or not changes your opening. - Confirm Pathway — A (self-managed) or B (full relocation) — the travel-details section only applies to Pathway A. - Have the Welcome Pack details below open so you're not hunting for numbers on the call. 1. OPEN — RECORDING DISCLOSURE: "Hey [First Name], good to finally chat properly. Quick heads up before we start — I'm recording this call for training purposes, that alright with you?" Wait for a yes. If they hesitate, reassure: "Totally normal, it just helps us keep improving how we support people through this." Then move straight into rapport — don't let the disclosure kill the warmth. 2. BUILD RAPPORT — BEFORE THE BUSINESS TALK: A minute or two here is what turns you from "the recruitment admin call" into someone they trust for the whole relocation. Keep it light — the deeper origin-story digging happens at the close (Part 9), don't duplicate it here. - "How are you feeling about it all now it's actually real?" - "Bit of a whirlwind the last few weeks I'd imagine — how are you finding it?" Listen for their mood and energy, not their backstory yet. Reflect it back later when you're talking through the guide (e.g. "since you mentioned money's the big driver, let's make sure your TFN's sorted so you're not losing 45% of it"). 3. CONFIRM THEY'VE ACTIONED THE NEXT STEPS EMAIL: "Awesome. Now, you should've had an email from us with two things — your Terms of Business to sign, and a Relocation Guide PDF. Have you had a chance to look at those yet?" - If both done — "Nice one, that makes today easy." Move to Part 6. - If TOB not signed — go to Part 5 now, before anything else. - If they haven't opened the guide at all — no problem, that's what today's for. Walk it live with them in Part 6. 4. SET THE EXPECTATION — THE 15-WEEK SUPPORT PROGRAM: Do this before the guide, not after. It frames the whole call as a partnership, not a one-off admin call — and it's the biggest lever against nasty surprises on either side, candidate or client. "Before we get into the practical stuff, I want to run you through what support looks like over your first 15 weeks — because honestly, it only works if you're part of it." Give them the shape of it in your own words, don't recite it: - Day 1 (light) — arrival email, confirm landed safe, AU SIM sorted, know where you're going - Week 1 (light/text) — quick text, highs and lows, settling in - Week 2 (light/text) — text check-in, both sides, rated questions - Week 4 (deep call) — one-month review, real call, both sides, honest picture — most important check-in of the placement - Week 6 (light/text) — quick text, anything on your mind - Week 8 (deep call) — two-month review, call, both sides - Week 11 (call-first/email fallback) — quick call as we head into the final stretch - Week 14.5 (call) — prep call ahead of the three-way review - Week 15 (deep call) — three-way Teams review, you, them, and the client, 30 minutes — wraps the guarantee period WHY IT MATTERS — say this part properly, don't rush it: "Here's the honest truth on why this matters. The biggest risk to a placement isn't a bad hire — it's silence. If something's bugging you and you don't tell us, it builds up quietly until you're on a plane home, or [Client Name]'s already looking to replace you. By that point it's too late for us to fix anything." "It works the other way too. If something changes on [Client Name]'s side — hours, workload, anything — we want to hear it from you early, not find out in week 14 when it's already a problem." "So here's what I actually need from you: when we check in, even if it's just a text, give us the real answer, not the polite one. If something feels off, flag it early. That's genuinely how we protect you and keep this whole thing on track — for you and for [Client Name]." "Can I count on you for that?" AFTER: log their response and engagement level in JobAdder. A candidate who brushes this off is an early flag — worth a note, not a reason to push harder on the call. 5. TOB CHECK (only if unsigned): "Before we get into everything else — I can see your Terms of Business hasn't been signed off yet. Can we get that sorted now? I'll send the link through while we're on the call." Stay on the line while they open it. If they raise a concern about content, go through it clause by clause right there — don't let it become a follow-up task. If still unsigned by end of call: email → text (24 hrs) → call → escalate to Les if still unsigned end of day. 6. WELCOME PACK WALKTHROUGH: Frame it as looking out for them, not reading them a checklist: "Let's go through exactly what you need to sort before you fly, and how to actually do each one — this is the stuff that trips people up if nobody walks you through it." - Australian SIM — grab at airport kiosk, Telstra for regional/remote - White Card — must be done in Australia (NZ Site Safe NOT valid), CPCWHS1001, whitecardonline.com.au, ~$100-150, one day online (VIC requires in-person) - Bank account — CommBank or Westpac, open online from NZ, activate in branch on arrival - TFN — apply before flying, no TFN = 45%+ tax, ~2 weeks to arrive - Driver licence — NZ valid 3 months, swap before it runs out, no driving test - Medicare — free basic healthcare as a Kiwi, enrol at Medicare office on arrival - Super — pick AustralianSuper, Hostplus, or Cbus for construction before starting - PPE — bring your own: hard hat, eye protection, ear protection, hi-vis vest, sunglasses. Plus basic tools. Full list is in your Welcome Pack — flag it now so it's not a scramble before you fly. If their trade needs a state licence or a High Risk Work Licence (scaffolding, rigging, cranes, forklifts, EWPs) — flag it here. That's a state-by-state TTMRA application, not automatic. Full detail lives in the Trade Licensing tab, and the TL-1 email goes out same day (Step 4 in the SOP above). 7. PATHWAY A ONLY — TRAVEL DETAILS (skip entirely for Pathway B): - "Have you booked your flights yet?" - "Flights need to be booked within this first week — 3 weeks before your start date. [Client Name] needs your confirmation as proof you're committed." - "Try to arrive at least 3 days before your start date." - "Once you have your flight details, send them through and I'll let your employer know." - "Have you sorted an airport transfer?" 8. OPEN THE FLOOR: "That's everything from my end — what questions have you got? Nothing's too small." Give this real space. Don't rush to fill silence — this is often where genuine concerns surface, and handling them well here is what keeps candidates from going quiet later. 9. CLOSE — THE ORIGIN STORY + TESTIMONIAL ASK: This is the half of the testimonial you CAN get pre-departure — their NZ struggle and what tipped them into making the move. It's fresher and more honest right now than it will ever be again. The Australia-side contrast comes later, at Week 4 (CAN-W4), once they've actually lived it. Let this flow naturally out of the rapport-building in Part 2 — don't make it feel like a second interview. GET THE BEFORE STORY: - "Take me back — what was work and life actually like for you in NZ before this?" - "What was the tipping point — the moment you thought, right, I'm actually doing this?" - "What almost stopped you from making the move?" - "What were you hoping to get out of this that you weren't getting in NZ — money, work, lifestyle, whatever it is?" - "If you had to put it in one line — why now?" ASK PERMISSION TO USE IT: "Honestly [Candidate Name], what you just told me could really help so many tradies that are in the same spot as you. We've got so many [Trade] on the fence about moving because they're unsure. Would it be okay if I use a little bit of our conversation in one of our SUR stories?" If they push back: "Fair enough — but can I be honest? I think you'd actually regret not sharing this. There's a guy in the exact same spot as you were, scared to make the jump, and your story might be the one thing that gets him to go for it. That's a pretty big deal to just sit on." If they still say no: "No worries at all — appreciate you even considering it." AFTER: - Log in JobAdder — TOB status, Welcome Pack items covered, outstanding items - Note their reaction to the 15-week program ask in Part 4 — low engagement is an early flag worth tracking - If consent given — log consent in JobAdder, send conversation notes to Brinda (Marketing) same day - If video consented — send Loom or VideoAsk link within 24 hours - Pathway A — log flight details, notify employer once received - TOB still not signed → escalate per Step 5 - Send TL-1 (Trade Licensing email) same day — Step 4 in the SOP

OPEN: "Hey [First Name], it's Rachel from Stand Up. How are you going? I'm just calling because we still have not received your signed Terms of Business." THE ASK: "This needs to be done before you fly. It is a requirement from [Client Name] — without it signed, your placement is not fully confirmed on their end." If they forgot: "No worries — I can send the link right now while I have you on the phone. Can you open your emails?" If concern about content: "Let's go through it together right now. What part did you want to talk through?" CLOSE: "Perfect — once that is signed you are fully locked in and good to go. Really excited for you." AFTER: Confirm TOB signed in JobAdder before end of day. Still unsigned → escalate to Les same day.

Six variants, one per week — rotate in order so it never reads as the same generic text twice. If the gap is longer than 6 weeks, keep repeating from CAN-WK6's tone rather than looping back to CAN-WK1 — "just signed" framing won't fit anymore by then. CAN-WK1 (Week 1): "Hey [Name], now that it's actually official — how are you feeling? Signing is a big moment, and it's completely normal for it to feel like a lot all at once. I'm here for anything on your mind, big or small, just reply or call whenever." CAN-WK2 (Week 2): "Hey [Name], how's everything tracking on your end? Curious how things are going with work, home, all the pieces coming together. No pressure to have it all sorted — just want to make sure you're not carrying anything alone." CAN-WK3 (Week 3): "Hey [Name], checking in again — how are you doing? You're about halfway through the wait now, and this stretch can be the hardest — everything feels far off but also coming fast. If anything's weighing on you, I'd rather hear it now than have you sit with it." CAN-WK4 (Week 4): "Hey [Name], how's it all feeling now that things are starting to ramp up? Flights, packing, saying your goodbyes — it can hit differently once it's actually close. However you're feeling about it is completely normal, just wanted you to know I'm here." CAN-WK5 (Week 5): "Hey [Name], getting close now! How are you feeling about it all? Excited, nervous, a bit of both is completely normal at this point. Anything you want to talk through before it's go-time, I'm here — no question too small." CAN-WK6 (Week 6, final week): "Hey [Name], this is it — final stretch. How are you holding up? Whatever's going through your mind right now, good or nervous or both, is exactly how it should feel. If there's anything at all on your mind before you go, don't sit on it, just call me." AFTER: Log any response in JobAdder. Anything other than a genuinely settled response → note it and watch for a pattern across the next check-in.

OPEN: "Hey [Name], we're two weeks out from your start date now — wanted to have a proper check-in before things ramp up." ASK: 1. "How are you feeling about everything at this point?" 2. "Where are you at with visa, documents, notice period — anything still outstanding?" 3. "How's everything at home — lease, family — anything that still needs sorting?" CLOSE: "Perfect — one more check-in the week before you fly to lock in logistics." AFTER: Log in JobAdder. Any hesitation flagged → trigger the Candidate Pulls Out protocol (Escalation Protocol tab) immediately, don't wait for it to become final.

OPEN: "Hey [Name], one week to go! Let's lock in the final details." ASK: Confirm flights are booked and details are correct. Confirm accommodation sorted (Pathway B) or transfer plan (Pathway A). Confirm PPE and documents packed. Then directly: "Are you still feeling good about this — all set to fly?" CLOSE: "Great — quick final check 48 hours out just to confirm everything's still on track." AFTER: Log in JobAdder. Any hesitation → escalate immediately per the Candidate Pulls Out protocol.

"Hey [Name], you're almost there! Just wanted to check in ahead of your flight on [Flight Date] — how are you feeling? If there's anything on your mind, or anything at all you need before you go, please don't hesitate to reach out. We can't wait to see you land." AFTER: No reply within a few hours → call directly. Still unreachable → follow the No-Response Escalation Ladder (Escalation Protocol tab).

CALL — 2 attempts same day (~11am, then ~3pm). Do not skip straight to text. OPEN: "Hey [Name], first week done — how'd it go? What's going well, and are there any concerns from your side?" Talking points if needed: clear on what's expected, getting on with the team, settling in outside of work. GOOD → Log health score in JobAdder. No further action. BAD → Get the specific issue. Tell them: "Leave it with me — I'll have a look into it and check back in with you next week." Give it a week before looping in the client (First-Response Rule, Tab 2) — don't try to talk them out of it or resolve it on this call. Exception: safety/welfare issues are actioned immediately by Rachel (Les FYI), no waiting period. NO ANSWER on either attempt → send this fallback text: "Hey [Name], first week done — how'd it go? Quick one from me — what's going well, and are there any concerns from your side? Keen to hear back today if you can." AFTER: Log in JobAdder with health score. Any bad result is urgent internally — diarise the Week 2 follow-up, don't just let it sit.

CALL — 2 attempts same day (~11am, then ~3pm). OPEN: "Hey [Name], two weeks in now — how's it all going?" Talking points if you need to probe further: 1. Glad you made the move to Australia 2. Role is what you expected it to be 3. Comfortable with your supervisor and team 4. Settling in well outside of work 5. Happy with how things are going overall GOOD, and client also said good in their Week 1/2 check-in → no Week 3 check-in, resume normal cadence at Week 4. BAD → run the Concern Resolution Protocol (Tab 2). If this was already flagged bad at Week 1, or the client also flagged bad at Week 2 → "double whammy," escalate per the Repeat-Issue Escalation Ladder (Tab 2) and diarise a mandatory Week 3 follow-up call. NO ANSWER on either attempt → send this fallback text: "Hey [Name], Week 2 — how's it all going? Rate these 1-5 (1 = not at all, 5 = absolutely): 1. Glad I made the move to Australia 2. Role is what I expected it to be 3. Comfortable with my supervisor and team 4. Settling in well outside of work 5. Happy with how things are going overall. Reply with your numbers today if you can." AFTER: Cross-reference with client Week 2 answers. Mismatch = red flag → Rachel actions same day. Log in JobAdder with health score. Either side bad → mandatory Week 3 follow-up call.

Only runs if Week 2 flagged a negative from either side. Skip entirely if both sides were good at Week 2. OPEN: "Hey [Name], following up like I said I would — how's it going with [the specific issue raised]?" BETTER → Log the improvement. Also call the client to let them know it's been addressed and give the candidate credit — close-loop-with-praise (Concern Resolution Protocol, Tab 2). Tell the candidate directly: "The client's noticed the change, keep it up." STILL BAD → This is the "double whammy." Escalate — request a 3-way call or site visit if it's a client-side issue, or Rachel decides next steps same day if it's still unresolved on the candidate side. AFTER: Log in JobAdder with health score.

CALL — 2 attempts same day (~11am, then ~3pm). Haven't spoken in a month by this point — worth the call regardless of how earlier weeks went. OPEN: "Hey [Name], six weeks in — how's it all going?" GOOD → Log health score in JobAdder. No further action. BAD → Run the Concern Resolution Protocol (Tab 2). First-Response Rule applies — candidate bad about client, give it a week before looping in the client (safety/welfare excepted). NO ANSWER on either attempt → send this fallback text: "Hey [Name], six weeks in — just checking in, hope it's all going well. Anything on your mind? Give me a call or reply today if you can." AFTER: Log in JobAdder. Any bad result is urgent, same day.

QUESTIONNAIRE + CALL. PRE-CALL: Read questionnaire responses. Note anything ≤3. Also re-read your notes from their Pre-Departure Documents Call (CAN-DOCS) — you already have their NZ story, don't re-ask it. OPEN: "Hey [Name] — one month in, that's huge. I've had a read through your answers and wanted to talk through a few things with you." Reference responses. Start with what's going well, then open the door. Don't rush. Let them talk. 5 questionnaire items covered: - Happy in role one month in - Feel supported by supervisor and team - Scope of work matches expectations - Feeling settled outside of work - Glad they made the move TESTIMONIAL — BRIDGE BACK TO THEIR STORY (once they've warmed up — natural, don't force it): "Back when we first spoke, you told me [reference what they said about NZ / their reason for moving] — take me through how it's actually panned out." AUSTRALIA CONTRAST QUESTIONS: - "What's the biggest difference you've noticed being in Australia — money, lifestyle, work, anything?" - "If you had to put a number on it — how much better is pay and conditions here compared to back home?" - "What's something about working in Australia that's surprised you, in a good way?" - "Would you ever come back to NZ for work? Why or why not?" - "What would you say to a mate back in NZ who's on the fence about making the jump?" CLOSE — RECONFIRM CONSENT: "Honestly [Name] — and just to check, you're still good with us using a bit of what you've shared today alongside what you told me before you left, for one of our SUR stories?" (If they already said yes at the Documents Call, this is just a light reconfirm, not a fresh ask. If they said no there, don't re-ask.) If they push back: "Fair enough — but I think you'd regret not sharing this. There's a guy in the exact same spot you were, scared to make the jump, and your story might be the thing that gets him to go for it." If they still say no: "No worries at all, appreciate you considering it." AFTER: Cross-reference with client Week 4. Score ≤3 → Rachel actions within 24 hours. Log health score. If consent given → log in JobAdder, send notes to Brinda (Marketing) same day.

PRE-CALL: Read questionnaire responses. OPEN: "Hey [Name] — two months in, you're really finding your feet now. I've had a look through your answers — let's catch up." Reference responses. Start with what's going well. Go deeper on anything that needs it. 5 questionnaire items covered: - Happy in role two months in - Role matching expectations - Starting to feel at home in job and outside work - Would recommend this move to others - Stand Up has supported them well CLOSE: "Great to hear where you're at. Three-way review coming up soon — I'll be in touch to walk you through it." AFTER: Log in JobAdder with health score. Cross-reference with client Week 8.

OPEN: "Hey [Name], just calling ahead of next week — I'm excited for this one. Wanted to make sure you know what to expect and check if anything's on your mind." ASK: - "How are things going right now — anything on your mind heading into next week?" - "Is there anything you'd want to raise in the meeting — or handle separately?" - "Any questions about the format?" Brief on the meeting: 30 minutes on Teams — you, your employer, and me. Forward-focused. At the close we'll ask for a Google review. CLOSE: "Teams invite on its way. It's a great session — a chance to reflect on how far you've come and talk about what's next." AFTER: Complete both pre-calls (candidate + client) before sending Teams invite.

OPEN: "Hi [Name], it's [Your Name] from Stand Up. [Client] has let us know they've ended your employment. I'm calling to confirm where things stand and what happens next." REASON: "The reason they've given is [reason]." NEXT: "We're happy to put you forward for other roles. I can't promise a job or a timeframe, but [RC Name] will be in touch by [day]." PAY: "Your final pay comes from [Client] on [date]. Any questions on that, go to them directly." CLOSE: "Anything else you need from me? ... Okay, [RC Name] will be in touch by [day]. Take care." IF THEY PUSH BACK: "The decision's been made and it's final." AFTER: Log in Airtable + JobAdder. Pause n8n check-ins. Hand over to RC same day. Guarantee Claim Process if within 3 months.

OPEN: "Hi [Name], it's [Your Name] from Stand Up. [Client] has let us know they've ended your employment. I'm calling to confirm where things stand and what happens next." REASON: "The reason they've given is [reason]." OUTCOME: "Because of that, Stand Up won't be putting you forward for any further roles. That decision is final." PAY: "Your final pay comes from [Client] on [date]. Any questions on that, go to them directly. You're still free to work in Australia and apply for jobs yourself." CLOSE: "That's everything from our end. All the best, [Name]." IF THEY PUSH BACK: - "That's not what happened" → "Noted, I'll record that. The decision stands." - "Give me another chance" → "No. The decision's final." - Going in circles → "I've given you everything I've got. I'm going to wrap up now. Take care." - Abusive → "I'm ending the call now." Hang up, flag to Les. - Genuine distress → Lifeline AU 13 11 14. Escalate to Les immediately. AFTER: Log in Airtable + JobAdder. Flag "Do Not Re-place". Pause n8n check-ins. Guarantee Claim Process if within 3 months. No further contact unless they reach out.