’10

ETITO

LOOKING BACK, MOVING FORWARD

A YEAR IN REVIEW 2010 C I

CONTENTS INTRODUCTION

ETITO is the Industry Training Organisation [ ITO ] for the , contact centre, electrotechnology, financial services, offender management, security and telecommunications industries. Apprentice electrician Quintin Tupe [centre] with his employer Rhys Goodwin [left] and mentor Andrew Ilich.

Introduction 3 Industry skill development and strategic trends influencing current and YOUR ACHIEVEMENT workplace learning are organised by future skills needs, develop strategic A Report from the Chairman 4 ITOs. ITOs are established by industry, training plans to assist industry to meet In this annual report, we are pleased A Report from the CEO 6 recognised by Government, and funded those needs, and promote to employers to be able to share with you stories of by both. and employees training that will meet achievement and initiatives from each Statistics 8 Successful industry training relies those needs. of our industries. These are just a few Telecommunication 10 on collaboration between ITOs and examples of the great work of our many other organisations, including industry organisations, firms and Ambulance 12 2. SET NATIONAL Standards employers, employees, training trainees nationwide. Offender Management 14 providers, industry associations, trade This is about setting skill standards and We thank those who have generously unions and government agencies. designing national qualifications for the shared their stories with us. We Security 16 Specifically, ETITO is mandated by industries we serve. congratulate and commend all of you Contact Centre 18 industry training legislation to: who have recognised the value of national qualifications training and are Electrotechnology 20 3. Manage training SYSTEMS working with us to reap the rewards. 1. PROVIDE SKILLS Leadership Financial Services 22 This includes arrangements for We know the benefits are not only being This involves lifting the effectiveness monitoring training and assessment to shared by individuals and the firms and ETITO in Schools 24 of the tertiary system as a whole to ensure it enables trainees to attain the organisations in which you work but by Financial Statements 26 respond to skill and training needs. qualification in which they are enrolled. industry and New Zealand as a whole. We collaborate with others to identify Governance 31

2 ETITO Annual Report 2010 ETITO Annual Report 2010 3 R

A REPORT FROM THE CHAIRMAN

A YEAR In 2010 OF SOLID there were PERFORMANCE Brian Nowell 12 ,976 The past year saw significant changes With the renewed focus on training earthquake. The security industry is to the environment in which industry outcomes we have realigned our poised for regulation and there are training organisations operated. This systems to ensure that we continue to opportunities for the broader financial required ETITO to adapt and to manage be one of the high performing ITOs. services sector to engage in national change. I am pleased to report that the Since balance date we have qualifications training. organisation emerged more agile than it strengthened our training field staff, We expect the coming year and was before and it has cemented itself as opened a new office in Palmerston North beyond will continue to involve change. a leading, professional ITO well-placed to support the lower North Island, and There may be a rationalisation of the people to continue to respond to the demands have restructured the way that we number of ITOs, for example. I can say of our industries and government. provide regional training support with confidence that ETITO continues people in training In 2010 the Tertiary Education nationwide through our customer to be in a strong position to anticipate Commission [TEC] introduced changes support and field teams. and respond. to its operational policy that We have also completed a review of We take our responsibilities to our arrangements fundamentally changed the nature of the all our trainees to ensure those enrolled stakeholders very seriously. ETITO has sector, aligning funding more closely with us are meeting eligibility criteria, a board, management and staff that are with performance. ETITO welcomed the including achieving credits. New trainees truly committed to the vital role of with us. renewed focus on both its performance are being more closely monitored, and upskilling New Zealanders. In the and that of its trainees and apprentices. the organisation is ready to intervene broadest sense, this is about improving Trainees must be successfully achieving should they fail to meet performance opportunities for individuals, prosperity and reporting credits and completing milestones. We have introduced a new for firms and industries, and contributing qualifications in a timely manner. No one training information management system to a better New Zealand for all of us. can argue things should be any different. which will be a vital tool in our ability to ETITO will continue to take a the number of Another key feature was the monitor and foster high performance. leadership role in working with our organisation’s close work with the The economy has continued to have industries and government to ensure we Securities Commission [now the some impact on training although we are have efficient and effective Industry people training Financial Markets Authority — FMA] and pleased that the number of people Training Organisations that the tertiary the Ministry of Economic Development training in our industries remains education system requires to maintain to develop and implement a training and relatively high. In 2010 there were 12,976 the skills we need today and into the in our industries certification process for Authorised people in training arrangements with us, future. Financial Advisers. This programme approximately 1,000 less than the saw us invest capital and time into a previous year. We share our industry’s Each year ETITO produces Annual Industry remains high. programme that we will continue to desires to see the long-promised Statements for each of its seven industries. The statements outline the major components of our work operate into the future on behalf of the recovery and there are positive signs. programme for the year ahead. We report against industry and in partnership with the Demand is expected to increase in the progress at the year end. For the 2010 summary visit FMA. At the same time we endeavoured construction sector as a result of www.etito.co.nz/annualreview2010 to service all six of our other industries in weathertightness issues, a shortage of the manner to which they have become housing in some centres and of course accustomed. the devastation of the

4 ETITO Annual Report 2010 ETITO Annual Report 2010 5 R

A REPORT FROM THE CEO

COLLABORATION SINCE 2007, KEY TO OUR APPRENTICES AND WORK AHEAD TRAINEES THROUGH GARRY FISSENDEN ETITO TRAINING SYSTEMS HAVE ACHIEVED

Industry training runs on two key is a challenge for us and the industry. the 1 July 2011 deadline for financial platforms — collaboration and However, done well it presents an advisers to be authorised. This milestone cooperation. Collaboration is about opportunity for an influx of new trainees comes at the end of a significant period assembling the right people with the that will benefit industry well beyond the of work that evidenced ETITO’s ability to right skills; cooperation is the spirit in Canterbury rebuild. As always our focus work with many to build a world-class which the work is done. We are going is on working with industry to find industry training system. We now move to need both more than ever as we work sustainable jobs for new trainees and into a new phase of working with OVER with industry to face some challenges to then ensure they get the quality industry and agencies to establish a and make the most of opportunities over training that both we and industry continuing professional development the year ahead. We are in good shape continue to expect. programme to stretch beyond regulation. to do this. Qualification reviews are an ongoing The nature of industry training, Having joined ETITO at the start of collaborative effort and in 2011 we have particularly in a multi-industry ITO 2011, rather than focus on the year that’s significant opportunities to reassess the such as ours, means there are often been, I want to look ahead, with a skills needed to work effectively in competing interests. There are 1.2 MILLION particular focus on the opportunities for today’s workforce and the future across obligations to government and the strengthening partnerships with the numerous industries. The convergence taxpayer to be accountable and spend many people committed to building skills of skills between electrotechnology and funds wisely and there are the needs across our seven industries. telecommunications professionals will of the greater industry, individual One significant example is our work be a key focus, with plans to allow for employers and trainees, regulators and as part of the Built Environment Training electrotechnology tradespeople to gain training providers to consider. The Alliance [BETA] of seven construction a telecommunications qualification to relative complexity of the system means CREDITS and infrastructure sector ITOs on a cover the new kinds of work they are not everyone agrees all of the time. project to ensure there are enough increasingly engaged in. A much- Working effectively in these situations suitably skilled people available to meet awaited new security industry means welcoming robust dialogue. the demands of the Christchurch qualification is around the corner and A multi-sector ITO brings benefits reconstruction in the wake of the there is also a shift to taking a wider across its industries through strong ACROSS 7 February earthquake. The BETA Skills view of the qualifications on offer outside engagement. Communication is the key. for Canterbury initiative takes a of the traditional industry or trade focus. On that note, I wish to acknowledge whole-of-region, whole-of-construction- We are able to offer qualifications in all of you with whom ETITO has been INDUSTRIES sector, all-tertiary education sector and business administration and engaged this last year. The team and I all-of-government approach. We are management tailored to individual and are looking forward to working with you working closely with industry bodies, business needs and which reflect that in the year ahead as it is only together government agencies, training providers, successful firms and organisations that we can continue to deliver an iwi, employers and many other groups today are those that acknowledge that effective and sustainable training system. on a project whose success relies on these so-called “softer skills” are the close links along all parts of the chain. glue that holds firms together. With the additional electricians needed The financial services sector also to work in the reconstruction alone this moves into a new era with the arrival of

6 ETITO Annual Report 2010 ETITO Annual Report 2010 7 TRAINEE EMPLOYER CREDIT QUALIFICATION VOLUMES VOLUMES COMPLETIONS COMPLETIONS

AMBULANCE AMBULANCE AMBULANCE AMBULANCE 2007 2008 2009 2010 2007 2008 2009 2010 2007 2008 2009 2010 2007 2008 2009 2010 2,613 2,257 2,386 1,024 26 21 20 12 24,640 10,995 16,066 27,911 128 143 122 197 CONTACT CENTRE CONTACT CENTRE CONTACT CENTRE 2007 2008 2009 2010 2007 2008 2009 2010 2007 2008 2009 2010 180 168 174 176 34,228 30,644 31,645 27,209 484 509 483 471 A TOTAL OF ELECTROTECHNOLOGY ELECTROTECHNOLOGY ELECTROTECHNOLOGY 2007 2008 2009 2010 2007 2008 2009 2010 2007 2008 2009 2010 1,536 1,542 1,473 1,466 199,784 187,582 164,130 151,449 2,336 2,375 1,884 1,910 FINANCIAL SERVICES FINANCIAL SERVICES OFFENDER MANAGEMENT 2007 2008 2009 2010 2007 2008 2009 2010 2007 2008 2009 2010 1 1 9 11 0 0 8 1,564 78 212 342 198 12,976 OFFENDER MANAGEMENT OFFENDER MANAGEMENT 2007 2008 2009 2010 2007 2008 2009 2010 TRAINEES 15 14 10 8 23,791 24,518 30,169 27,687 ENGAGED IN AN IN 2010, ETITO TRAINING TRAINEES ARRANGEMENT A TOTAL OF IN 2010, COMPLETED IN 2010 ETITO CREDIT COMPLETIONS ACROSS CONTACT CENTRE THE SEVEN , 2007 2008 2009 2010 1,851 4 013 2,005 1,787 1,728 1,641 COMPANIES INDUSTRIES ETITO ELECTROTECHNOLOGY TOPPED 2007 2008 2009 2010 RECOGNISED QUALIFICATIONS 4,640 4,657 4,225 4,089 FINANCIAL SERVICES THE BENEFITS 2007 2008 2009 2010 OF TRAINED SECURITY 1 1 21 379 APPRENTICES 2007 2008 2009 2010 OFFENDER MANAGEMENT 318,588 94 348 678 1,208 2007 2008 2009 2010 IN 2010 TELECOMMUNICATIONS 2,260 2,712 2,719 2,433 2007 2008 2009 2010 SECURITY SECURITY 5 7 21 29 2007 2008 2009 2010 SECURITY 2007 2008 2009 2010 759 1,683 2,665 3,305 TOTAL 2007 2008 2009 2010 14,336 31,011 72,906 79,837 TELECOMMUNICATIONS 2007 2008 2009 2010 106 121 132 146 TELECOMMUNICATIONS 2007 2008 2009 2010 3,125 3,594 3,530 4,013 TELECOMMUNICATIONS 2007 2008 2009 2010 54 145 178 105 2007 2008 2009 2010 357 1,361 2,578 2,931 TOTAL 33 48 48 32 TOTAL 2007 2008 2009 2010 TOTAL 2007 2008 2009 2010 This data is based on firms and trainees/apprentices 12,332 13,242 13,922 12,976 engaged in subsidised national qualifications training 2007 2008 2009 2010 297,136 286,111 317,502 318,588 arrangements with ETITO. 1,897 1,915 1,866 1,851

8 ETITO Annual Report 2010 ETITO Annual Report 2010 9 William Rowe T

TELECOMMUNICATIONS

“I REALISED I COULD STUDY FOR FOUR YEARS AND THEN 105 APPRENTICES WORK WITH TECHNOLOGY WERE WORKING TOWARDS A NATIONAL OR I COULD START AN QUALIFICATION APPRENTICESHIP AND IN 2010 WORK FROM THE GET GO.”

William Rowe is a young man with I could study for four years and then were asked to write a letter to a bright future in an industry that is work with technology or I could start themselves which would be posted 2,931 fast-moving into a fibre optic era. an apprenticeship and work from to them six months later. The 21-year-old the get go.” “I wrote that I wanted to be finished my CREDITS WERE apprentice with major engineering William made contact with ETITO’s qualification by the time the letter arrived. and infrastructure company Downer training services team which led him I’ve sent all my on-job assessments ACHIEVED DURING EDI is New Zealand’s 2010 to Downer and the offer of an in — so far it’s looking good!” Telecommunications Apprentice apprenticeship which he began in Now nearing the end of his THE YEAR of the Year and has already been January 2009. apprenticeship William is upbeat about identified as a potential future leader. Since then William has travelled his future in the industry. William is one of more than 100 from one end of the country to the other, “I definitely plan to stay with Downer apprentices now working towards setting up and repairing cell sites. and keep training. I want to learn about a national telecommunications A particular highlight for him was new technologies and get even more qualification and preparing for assisting in the aftermath of February’s into the technical side of things and the growth and changing landscape Christchurch earthquake by helping some of the new developments.” 32 brought about by technology install a mobile cell site in the city. National qualifications are now TELECOMS advances and major projects such Being named Telecommunications undergoing a review to keep pace with COMPANIES WERE as the Government’s ultra-fast Apprentice of the Year was also a change, with updated fibre optic content RECOGNISING broadband rollout. significant achievement and as a result being included in strands of the National THE BENEFITS William had his eyes set on a — and to recognise his leadership Certificate in Telecommunications [Level 3]. OF TRAINING technology career while at Pukekohe potential — William attended a 21-day APPRENTICES High School. In his final year he was course at Outward Bound in the BY YEAR END one of 2,000 students to complete Marlborough Sounds, sponsored ETITO’s National Certificate in by ETITO. Electronics Technology. “Outward Bound was an experience “I’d always been into electronics and a half!,” he says. “I overcame my and it helped me decide I wanted to shyness and walked away with a lot learn about the technology behind more self-confidence which has really everything.” helped me since.” After school he began a Bachelor Near the end of the Outward Bound of Technology degree at Auckland course participants spent three nights University until, as he says, “I realised alone in the bush and during the time

10 ETITO Annual Report 2010 ETITO Annual Report 2010 11 Callie Tyrer A

AMBULANCE a qualification and training system producing more professionals like 197 Callie is good news for PEOPLE COMPLETED AN AMBULANCE QUALIFICATION all New Zealanders. IN 2010

Ambulance officers care for and ambulance providers across New formative assessment — whereby they save the lives of thousands of New Zealand, Australia and Papua New are learning and assessed as they go Zealanders each year. Guinea. using the kind of technology and tools Their skill and dedication are St John Senior Clinical Education that work for today.” essential in the care and well-being of Tutor Callie Tyrer was part of the team Simulation facilities are as close as our communities. As well as the many to write the qualification and develop they can be to real life scenarios. There’s medical and other callouts, they have the programme which is based on nana’s bedroom where the elderly dealt with extraordinary and devastating self-paced learning using cutting patient is at home in bed. Next door is events such as the Canterbury edge electronic media and class the garage shed where the home earthquakes and Pike River Mine sessions in which simulation is a key handyman is working with his various 27,911 explosion. part of learning. tools, and the actual true to life St John New Zealand provides Callie is based at the , minus its wheels. CREDITS WERE ambulance services for about 95% of Northern Region Clinical Education “The manikins we use have certainly New Zealanders with the remainder of Centre in Mt Wellington, Auckland, come a long way since I started,” says ACHIEVED DURING the country being serviced by operators where, under the leadership of Clinical Callie. “We’ve gone from having a torso such as the Wellington Free Ambulance Education Manager Douglas Gallagher, with no arms or legs to something that THE YEAR Service and a . the new qualification and learning is now very close to being human. They For St John, 2010 was another approach is the foundation of a centre have flexible body parts, they can significant year in the growing of excellence and improved success. breathe and have a pulse, bleed, sweat, development and recognition of its Staffed by highly qualified and go blue, have palpitations and even work in producing qualified professional experienced paramedics, there is a clear ‘talk’”. The voice comes from a staff — through a leading national sense of camaraderie grounded in a microphone inside from which a tutor qualification and a world-class approach commitment to their profession and to can speak as the patient. a great deal of improvement from the Callie, for example, will complete 1,024 to education. the highest quality care for patients. Trainees attend true to life callouts time before.” her Bachelor of Health Studies this year, TRAINEES WERE St John led an industry consultation Producing well-qualified officers is at in the simulation suite while they are Throughout the 300 hours of online which will enable her to work as an ENGAGED IN group working with ETITO to develop the the heart of this. observed by the tutor and fellow trainees and classroom learning students are Intensive Care Paramedic, the highest NATIONAL National Diploma in Ambulance Practice Callie, a St John ambulance from a screen in a nearby classroom. mentored in actual operational practice level in St John. It will mean QUALIFICATIONS [Level 5] as the core ambulance paramedic for 11 years, after qualifying “This is a very important part of their as part of a clinical a return fulltime to the ambulance TRAINING AT qualification for officers. as a military medic with the Air Force, learning. The simulation is as close to placement. frontline, up from the 20% of her YEAR END In 2010, St John was recognised for and an educator for the past five years, real life as it can be and this has meant Once officers achieve the national working hours currently. Ambulance its work on developing and successfully says the new qualification is producing huge benefits for the learning process. diploma, professional development officers of Callie’s calibre and a rolling out the new qualification to 400 officers and volunteers that are heading We can talk through what they are doing doesn’t stop there. All staff are required qualification and training system people in the first year by receiving a out into the field with the right with other students and get their to undergo 40 hours of clinical producing more professionals like her Council of Ambulance Authorities award. knowledge and skills they need. feedback. Each time the trainees are education within 12 months and there is good news for all New Zealanders. The awards recognise excellence among “We have a greater focus on involved in simulation you usually see are advanced programmes as well.

12 ETITO Annual Report 2010 ETITO Annual Report 2010 13 Marsh Tangaroa OM

OFFENDER MANAGEMENT

“We’re not just the lock and key person – wE’re professionals, and being qualified is the base for any 198 OFFENDER profession.” MANAGEMENT TRAINEES GAINED A QUALIFICATION IN 2010

In June 2012, Hati Kaiwai is looking Women’s, and Arohata prisons as part Marsh is now being encouraged to forward to making a ground-breaking of an agreement between Prison complete his level 5 certificate by announcement — that every Corrections Services and Public Service Association the end of 2011. Officer who works at the Whanganui [PSA] members. The initiative will be A modest man, for Marsh it is Prison he manages has a qualification. rolled out progressively to all staff at the straightforward — choosing to be He is tracking well. One of his sites and the country’s other prisons. qualified is about choosing to be Principal Corrections Officers — Marsh GTE manager Vicki Walsh says the a professional. Tangaroa — has just become the first commitment of prison managers, staff “We are not just the lock and key Corrections Officer to complete his and a network of prison officers person — we’re professionals and being , National Certificate in Offender seconded and trained as assessors, qualified is the base for any profession.” 27 687 Management [Level 4] as part of a to a fresh approach has been vital. “We Hati is proud of what Marsh has CREDITS WERE targeted initiative, and administration have worked together to remove the achieved and the example he sets for staffer Jane Bilderbeck is the first barriers that may have stopped people others. Hati, with the GTE which has ACHIEVED DURING Prisons Services employee taking part completing the qualification. We are 4500 Prison Services staff under its in a pilot to provide the National targeting our Senior Corrections Officers training umbrella, is focused on THE YEAR Certificate in Business Administration and Principal Corrections Officers, providing pathways to qualification and Computing to Corrections working with people who want to and achievement for everybody. administration staff. complete their qualifications and “By the end of June 2012 I want to The Corrections Government Training designing a personal plan backed up be able to say that everyone at my site Establishment [GTE] is working with six with support to get them there. is qualified — from prison officers to the target prison sites to reinvigorate national “We are all very much focused on admin team. That is my strategic goal qualifications by identifying and working having the right people in the right place and with the many other committed 2,433 with key individuals and by using a new with the right resources.” partners in this, such as the GTE and TRAINEES WERE integrated, contextualised assessment The transformation within a relatively ETITO, we are proactively working to ENGAGED IN approach that best fits the demands and short period of time is evident and achieve it.” NATIONAL challenges of the professionals working exciting. QUALIFICATIONS within Prison Services. Marsh Tangaroa was one of those TRAINING AT A schedule of 100 National Certificate identified by the GTE to take part and YEAR END in Offender Management [NCOM] has just become the first Advancement Advancement Days is underway at Day participant to go on to achieve his Northland Region, Whanganui, qualification — the Level 4 NCOM. Manawatu, , Auckland

14 ETITO Annual Report 2010 ETITO Annual Report 2010 15 S

SECURITY 3,305 TRAINEES WERE WORKING TOWARDS A NATIONAL QUALIFICATION THROUGHOUT THE YEAR “THEY REALLY APPRECIATE THE OPPORTUNITY TO DEVELOP THEIR SKILLS AND VIEW IT AS A CHANCE 1,208 TO BETTER THEIR FUTURE TRAINEES COMPLETED A QUALIFICATION PROSPECTS AND THOSE IN 2010 OF THEIR FAMILIES.”

Just over one million adult New a trainee may need support to improve numeracy skills in conjunction with Zealanders have literacy and numeracy literacy and numeracy skills and allow completing level 2 gives trainees a huge skills lower than they need to meet the practical support and resource material confidence boost. 146 demands of their jobs and lives. to be tailored for him or her. “Many trainees have left school before SECURITY Tackling the issue by identifying Among the firms engaged in they could achieve a qualification and this COMPANIES WERE needs and providing support as part supporting improving staff literacy and is their first experience of educational RECOGNISING THE of industry skills training is playing an numeracy is Auckland firm Eagle Eye success. They really appreciate the BENEFITS OF increasingly important role. Security. opportunity to develop their skills and TRAINING Literacy and numeracy issues exist Once trainees have completed an view it as a chance to better their future APPRENTICES across all industries and walks of life to online assessment, the results are prospects and those of their families.” BY YEAR END varying degrees. ETITO’s literacy and discussed between the firm and ETITO’s Among them is Eagle Eye trainee numeracy programmes are designed to literacy experts to craft a solution. ETITO Apiako Napaa who is working towards assist trainees and companies to make visits the firm each week to provide her first qualification. improvements that make a difference. training. “I train every Tuesday with Lee. Better literacy and numeracy means Eagle Eye Security general manager She really encourages me to focus on staff and firms are able to work more Mark Vaauli says the firm has quickly reading. Before this training I was at level effectively and achieve their goals, seen improvements in staff tasks such 3 or 4 on the literacy learning progress including the experience and service as completing logbooks and writing scale and now I’m at level 8 already.” enjoyed by their customers. incident reports. Apiako says her note taking and report A significant project is underway to “When I compare what they do now writing have improved. “My skilIs have provide support to security firms and with what they did a couple of months improved a lot and training has helped trainees after an ETITO pilot showed ago there is a big improvement in the me to understand how important it is to early success in making improvements. structure of their report writing. The get the reports right. I’m more confident ETITO has plans to boost the literacy training improves their ability to format now completing levels 2 and 3.” and numeracy skills of thousands of their reports in a chronological order Apiako, who has three children, is trainees across all of its industry sectors. of events when completing their entries juggling homework around work and Almost 2,000 trainees now in logbooks and incident reports,” family. She finds doing homework with undertaking the National Certificate in says Mark. Eagle Eye Security’s other trainees an Security [Level 2 or 3] will undergo an “One of the guys has independently advantage. assessment using the Tertiary Education enrolled in a reading and writing “The training has taught me to Commission’s online Literacy and programme at Onehunga High School.” respect different cultures, share what Numeracy for Adults Assessment Tool. ETITO vocational literacy manager I have and help others. Training is a The assessments will identify where Lee Agnew says improving literacy and really good opportunity for all of us.” Eagle Eye Security manager Mark Vaauli with trainee Apiako Napaa

16 ETITO Annual Report 2010 ETITO Annual Report 2010 17 Standing from left: Daniel Umaga, Kaanon Hauwai, Anne Duncan, Irene May-Thomas, Mele Sanerivi and Senior Moli. Sitting from left: Edith CC Rerekura, Marea Nicolle, Marian Witham and Alison Huxford CONTACT CENTRE

“The skills and knowledge 1,641 CONTACT CENTRE TRAINEES WERE gained from ENGAGED IN NATIONAL QUALIFICATIONS achieving national TRAINING AT qualifications YEAR END are relevant and a way of growing and 471 recognising the CONTACT CENTRE PEOPLE GAINED professionalism A QUALIFICATION of stafF.”

Thousands of New Zealanders have quit of giving up smoking. Like many other qualifications. Seventeen Quitline staff and we know our clients appreciate their than even they thought. That’s also good representative qualification. smoking with the support of The Quit contact centres who deal daily with are now working towards a national commitment and expertise.” for their confidence and ongoing Each part of the national qualification Group since it began just over a decade people under stress, the professional qualification. Marea says given the responsibilities development.” training process has presented new ago. At the heart of its success is the and caring nature of its staff is critical to Marea Nicolle leads the Quit Group’s that sit with the advisors it is important It also means benefits for the wider challenges and achievements. team behind the Quitline service which the service provided and the experience Service Quality Team whose role is to that The Quit Group and its customers organisation and improving the “Becoming an assessor has been in 2010 alone helped over 58,000 people and success for its customers or clients. monitor and evaluate calls and requests have confidence the frontline staff have capability and knowledge to achieve the a great extension of my skills and each to give up smoking. Underpinning the valuable work of to Quitline and its responses. The team the skills and the special attributes they very important outcomes that Quitline is step along the way I’ve been able to put The Quit Group is a charitable Quitline is a team committed to quality plays a key role in recognising emerging need to do their job. charged with. to good use what I have learned. trust committed to helping all New delivery and its own professional trends in calls and also in identifying The skills and knowledge gained from In 2010 Marea was one of four “I have just completed the level 4 Zealanders quit smoking, with a development. training and development needs. achieving national qualifications are Quitline Advisors to take part in ETITO’s qualifications and it’s been great as I’m particular focus on M ¯aori, Pacific Quitline takes a proactive approach Previously a Quitline Advisor herself, relevant and a way of growing and pilot programme for a new contact using all of those skills like time peoples and pregnant women. Its free to its service to help ‘more New Zealand Marea sees firsthand the role Quitline recognising the professionalism of staff, centre qualification, the National management, goal setting everyday.” services, including access to support smokers to quit and stay quit’ and does Advisors play in the attempt of the says Marea. Certificate in Contact Centres [Senior Each member of the Service via telephone, text or online, are funded the same in its own upskilling of staff smoker to give up. “For our staff it’s great they can have Customer Service Representative] [Level Quality Team holds a national by the Ministry of Health. through national qualifications training. “Our advisors make a very real a recognised qualification, a way of 3]. She has since moved on to complete qualification, some more than one. The Quitline contact centre in Since introducing contact centre difference in providing practical support formalising their skills. Often achieving the level 4 team leader qualification and “The qualifications cement all the skills Wellington is the hub of support for New national qualifications four years ago, with empathy and understanding. They the qualification will highlight to the is also one of Quitline’s assessors for the and knowledge they have.” Zealanders facing the difficult challenge staff have achieved more than 30 believe wholeheartedly in what they do person that they actually know more level 3 and senior customer service

18 ETITO Annual Report 2010 ETITO Annual Report 2010 19 Quintin Tupe E

ELECTROTECHNOLOGY

“I’VE BEEN EXPOSED 4,089 APPRENTICES WERE TO A BROAD RANGE OF WORKING TOWARDS A NATIONAL WORK ALREADY, AND I’D QUALIFICATION THOUGHT AN APPRENTICESHIP WOULD MOSTLY BE JUST RUNNING CABLE. IT’S BEEN MUCH MORE.” 1,910 APPRENTICES

Quintin Tupe is a 26-year-old apprentice in a pre-trade course at Unitec when his For instance, one of the apprentices had COMPLETED AN electrician with a bright future as part of a potential for the pilot was recognised. his grandfather die last year, and wasn’t new pilot project to bring more M ¯aori and He is now working with Goodwin sure how to ask his employer for leave to ELECTROTECHNOLOGY Pasifika young people into the industry. Electrical in Auckland, as part of the attend the tangi. It was really just about He is one of the first nine apprentices ETCO group apprenticeship scheme. having someone there to tell him that his QUALIFICATION to be in training under a new ETITO “It’s been going great! My boss employer would understand.” project which is already showing [Rhys Goodwin] is very involved and Quintin values having a mentor. promising results. he also has another qualified electrician “It’s good to know he’s there to back A key strategic focus for industry who I work with sometimes. I’ve been me up. I talk with Andrew at least once training is to increase the involvement exposed to a broad range of work or twice a month. He basically just gives of M ¯aori and Pasifika in the already, and I’d thought an me a rev-up, and he’s there to give me trades — groups previously under- apprenticeship would mostly be just advice when I need it. It’s a casual 1,466 represented but with great potential running cable. It’s been much more.” arrangement but it works.” ELECTROTECHNOLOGY to contribute. Quintin says he knew an For Quintin motivation is rarely in COMPANIES WERE ETITO’s pilot project is aimed at apprenticeship was right for him from an short supply, particularly with a family of RECOGNISING THE recruiting M ¯aori and Pasifika into early age. “I’ve always been a practical four young boys at home to support. He BENEFITS OF TRAINING electrical training and then supporting person — I always liked pulling things has consistently been a high performer APPRENTICES them to become qualified electricians. apart and putting them back together in the theory component of training with BY YEAR END They must achieve the same high and learning how they work.” his lowest mark to date at around 90%. standards as all apprentices but the Quintin’s mentor Andrew Ilich says Key to his success has been a solid approach reflects research that ¯aoriM the first step in working with Quintin study routine, says Quintin. “I have some and Pasifika trainees achieve their best was to develop trust and confidence time with my boys in the evenings, and then results when they have a strong social to allow them to interact easily. I wall myself off to get some study done.” network to support them. A central “Confidentiality is a key part of the Quintin is clear about where his trade platform of the pilot is providing a relationship. There’s some issues that will take him. “I’m going to finish my mentor for each apprentice — someone they may want advice on that could be qualification, get some experience under from a similar background — who can difficult to broach with their employer my belt, and then start working for offer guidance and support. such as around pay. I am here as a myself. I also want to buy a home.” For Quintin and the others, it is sounding board for all kinds of things. already making a difference and they are “Where mentoring works best is when on the journey to becoming qualified. a situation arises that the guys might not Quintin was studying electrical theory have had experience with in the past.

20 ETITO Annual Report 2010 ETITO Annual Report 2010 21 Annabel Riley FS

FINANCIAL SERVICES

“FOR ME, IF I WANT AS AT 1 MAY 2011 TO BE CONSIDERED A PROFESSIONAL, AND BE IN 4,179 FINANCIAL ADVISERS HAD ENGAGED IN THE QUALIFICATION AND THIS TRUSTED POSITION, A ASSESSMENT BIG PART OF THIS IS TO HAVE PROCESS A SOLID EDUCATION BASE.”

New Zealand’s financial services quality of advice. standards were proposed as the sector is in the midst of arguably To become authorised, advisers must measure of competency, Annabel and the most significant change in its meet specific conduct and disclosure her previous employer SBS Financial history — regulation and embracing obligations as well as minimum Advisers decided to complete the level a new era of professionalism. standards of competence, knowledge 5 qualification. 2,758 A new regulatory framework was and skill, ethical behaviour and client “We felt that gaining the qualification PEOPLE PASSED finalised in 2010 based on key pieces care, and commitment to continuing was one way to help guarantee meeting of legislation aimed at building investor education and training. the requirements of regulation. At the time THE STANDARD confidence in the country’s financial The National Certificate in Financial there were no exemptions listed but by markets — the Financial Service Services [Financial Advice] [Level 5] has getting engaged early it provided us with SET B Providers (Registration and Dispute been set as the minimum standard of a way of getting some certainty and being Resolution) Act 2008 and Financial competence for Authorised Financial prepared for the shape of things to come.” EXAMINATION — Advisers Act 2008. A key feature is Advisers [AFAs]. The qualification is Annabel admits when it became clear a new Code of Professional Conduct made up of core standards that focus what was needed to become an THE STANDARD for Authorised Financial Advisers. on knowledge of the industry code, Authorised Financial Adviser she had a ETITO, in partnership with industry legislation and professional practice. moment of “‘how am I going to fit it in?’”. SET ALL FINANCIAL and government agencies such as the There are additional standards tailored “Then I moved to ‘bring it on and let’s ADVISERS ARE Securities Commission [now the to particular sectors including get started’. Becoming an AFA is a Financial Markets Authority], has built investment advice, insurance and chance for dedicated advisers to spread REQUIRED TO a whole-of-industry, whole-of-tertiary residential property lending. their wings.” sector infrastructure to deliver training Annabel Riley, from Insurance Brokers Annabel completed the level 5 GAIN FOR and assessment to enable advisers to Alliance Ltd in Invercargill, is one of the qualification and was registered as an meet the standards required of them thousands of financial advisers who Authorised Financial Adviser in March AUTHORISATION under the regime. faced the challenge of meeting the new 2011. “For me, if I want to be considered From 1 July 2011, advisers who wish legislative requirements. With the majority a professional, and be in this trusted to provide retail clients with investment of her clients being small business position, a big part of this is to have a planning services, discretionary owners or self-employed, Annabel solid education base.” investment management services or believes the new regime will benefit them She believes the onus for continuing personalised financial advice on and the industry alike. professional development lies with each complex products, must be authorised. “Regulation will change the industry. adviser and she is not resting, having 411 Exception will be given to those who It can only help us shift the perception moved on to resume her study towards HAD ACHIEVED belong to what is known as a Qualifying from where we were in 2008 and 2009 a business studies graduate diploma AUTHORISED Financial Entity, whereby a larger to a position where we can all have through Massey University. FINANCIAL organisation such as a bank or financial confidence and be proud.” ADVISER STATUS institution takes responsibility for the From as early as 2008 when national

22 ETITO Annual Report 2010 ETITO Annual Report 2010 23 Nicholas Mabey S

ETITO IN SCHOOLS

ETITO IN SCHOOLS 2,500 YOUNG INVENTORS ENGAGED IN THE BRIGHT SPARKS PROGRAMME

Working with schools is a vital way countries. Shahn’s wind turbine crafted their understanding of the new for ETITO to help develop the pipeline from an old washing machine and curriculum. of new talent for industry. We have Nicholas’ transformer robot took first developed a successful multi-pronged and second place respectively in the TRADES IN SCHOOLS programme to generate enthusiasm engineering category. This marked the for technology careers, to give students third consecutive year that young New Working with careers advisers and a practical chance to invent and Zealanders have won podium places at technology teachers and providing them experiment, to achieve relevant the Taiwan fair with projects they with the tools to encourage students is qualifications and be part of a developed for Bright Sparks. a key platform to promoting trades 2,000 transition-to-training initiative. Nicholas is now studying engineering careers. In 2010, part of this involved at Auckland University and Shahn has bringing teachers and employers STUDENTS BRIGHT SPARKS plans for an engineering apprenticeship. together at a forum to enable teachers to gain firsthand information about the ENGAGE IN The Bright Sparks programme involves PART OF THE CURRICULUM opportunities for students and the an online club where around 2,500 attributes they need to succeed. This THE NATIONAL passionate young inventors from across An ongoing priority for ETITO is successful pilot, in conjunction with the CERTIFICATE the country [and some from further encouraging electronics learning in Electro-Technical Association, will be afield] gather to share information and schools. Our primary vehicle is the repeated in 2011. IN ELECTRONICS inspiration about hi-tech and electronics National Certificate in Electronics The Gateway programme provides topics, as well as the annual ETITO Technology [NCET] programme, taught students with the chance to spend a TECHNOLOGY Bright Sparks Awards. The awards to more than 2,000 students in day each week getting work experience engage the imagination of intermediate approximately 200 schools. The with local employers. They gain practical PROGRAMME and secondary students nationwide by students achieve a relevant qualification skills and can complete unit standards challenging them to develop and enter while at school and many go on to that count towards a future EVERY YEAR technology inventions. Their projects further technology training or trades. apprenticeship and importantly get often produce clever solutions to ETITO also worked closely with the a taste of a possible future career. everyday practical issues. Ministry of Education on the new digital Students who perform well in the IN ETITO Bright Sparks Awards winners technologies curriculum, which Gateway programme and achieve good frequently go on to achieve on a bigger incorporates electronics alongside other marks in relevant school subjects can stage. In 2010 winner Shahn Taylor of subjects such as computing. ETITO has apply to be awarded ETITO’s Hawkes Bay and placegetter and played a key role in this, and will be Electrotechnology 101 foundation People’s Choice Award winner Nicholas running a series of two-day professional certificate which demonstrates to 200 Mabey of Auckland went on to take part development workshops in conjunction employers their potential as apprentices. SCHOOLS in the Taiwan International Science Fair with the Ministry of Education in 2011 to which attracted 170 students from 11 upskill electronics teachers and increase

24 ETITO Annual Report 2010 ETITO Annual Report 2010 25 ’10

ETITO

DELIVERING Independent Auditor’s Report THE NUMBERS To the Members of This report is made solely to the Ernst & Young provide consulting Electrotechnology Industry Training ETITO’s members, as a body, in advisory services to ETITO and the Organisation Incorporated (ETITO) accordance with generally accepted group. accounting practice in New Zealand. Partners and employees of our firm The summary financial statements on Our engagement has been undertaken may deal with the ETITO on normal pages 28-30, which comprise the so that we might state to ETITO’s terms within the ordinary course of summary statement of financial position members those matters we are required trading activities of the business of the as at 31 December 2010, the summary to state to them in our report and for no ETITO. statement of comprehensive income, other purpose. To the fullest extent summary statement of changes in permitted by law, we do not accept or Opinion equity and summary cash flow assume responsibility to anyone other In our opinion, the summary financial statement for the year then ended, and than ETITO and ETITO’s members as a statements derived from the audited related notes, are derived from the body, for our work, for this report, or for financial statements of ETITO and group audited financial statements of ETITO the opinions we have formed. for the year ended 31 December 2010 and group for the year ended 31 are consistent, in all material respects, December 2010. We expressed an Responsibilities of the Members with those financial statements, in unmodified audit opinion on those of the Board accordance with FRS-43. financial statements in our report dated The members of the board are 15 April 2011. Those financial responsible for the preparation of statements, and the summary financial summary financial statements in statements, do not reflect the effects of accordance with FRS-43: Summary events that occurred subsequent to the Financial Statements. date of our report on those financial 15 April 2011 SUMMARY statements. Auditor’s Responsibilities Auckland The summary financial statements Our responsibility is to express an FINANCIAL do not contain all the disclosures opinion on the summary financial required for full financial statements statements based on our procedures, STATEMENTS under generally accepted accounting which were conducted in accordance practice in New Zealand. Reading the with International Standard on Auditing 2010 summary financial statements, (New Zealand) (ISA(NZ)) 810, therefore, is not a substitute for reading “Engagements to Report on Summary the audited financial statements of Financial Statements.” ETITO and group.

26 ETITO Annual Report 2010 ETITO Annual Report 2010 27 CONSOLIDATED STATEMENT OF COMPREHENSIVE INCOME CONSOLIDATED STATEMENT OF FINANCIAL POSITION For the year ended 31 December 2010 As at 31 December 2010

2010 2009 2010 2009 Revenue $ $ $ $ ASSETS

Current Assets Government Grants 16,491,680 15,655,125 Cash & Cash Equivalents 5,688,486 4,755,511 Industry Contribution 965,585 938,757 Term Deposits 607,495 1,863,101 Other Income 828,451 94,117 Receivables 1,216,280 870,424 Interest Income 347,692 348,139 Inventory 26,197 10,093 Total Revenue 18,633,408 17,036,138 Total Current Assets 7,538,458 7,499,129 Non Current Assets 968,404 746,301 Industry Training Expenses Total Assets 8,506,862 8,245,430 Training Subsidies & Support 10,421,007 9,920,313 Qualification Development & Quality Assurance 3,328,541 1,848,115 LIABILITIES Research & Stakeholder Relations 1,168,593 1,095,218 Current Liabilites Total Industry Training Expenses 14,918,141 12,863,646 Payables 3,614,380 2,904,918

Employee Entitlements 357,546 330,939 Other Expenses 4,162,124 3,748,186 Deferred Income 27,780 27,780 Total Expenses 19,080,265 16,611,832 Total Current Liabilities 3,999,706 3,263,637 (Loss) / Profit For The Year (446,857) 424,306 Non Current Liabilites

Deferred Income 23,150 50,930 Other Comprehensive Income - - Total Liabilities 4,022,856 3,314,567 Total Comprehensive (Loss) / Income for the Year (446,857) 424,306

Net Assets 4,484,006 4,930,863

Equity Retained Earnings 4,484,006 4,930,863 Total Equity 4,484,006 4,930,863

For and on behalf of the board who authorise the issue of these financial statements on 15 April 2011.

Chairman Chief Executive

CONSOLIDATED STATEMENT OF CHANGES IN EQUITY CONSOLIDATED STATEMENT OF CASH FLOWS For the year ended 31 December 2010 For the year ended 31 December 2010

2010 2009 2010 2009 $ $ $ $

Opening Retained Earnings 4,930,863 4,506,557 Net Inflow from Operating Activities 310,264 1,155,167 (Loss)/Profit for the Year (446,857) 424,306 Net Inflow/(Outflow) from Investing Activities 622,711 (1,602,729) Other Comprehensive Income - - Net Increase/(Decrease) in Cash Held 932,975 (447,562) Total Comprehensive (Loss)/Income for the Year (446,857) 424,306 Cash & Cash Equivalents at Beginning of the Year 4,755,511 5,203,073 Closing Retained Earnings 4,484,006 4,930,863 Cash & Cash Equivalents at End of the Year 5,688,486 4,755,511

28 ETITO Annual Report 2010 ETITO Annual Report 2010 29 Notes to the Summary Consolidated Financial Statements B For the year ended 31 December 2010

2010 BOARD OF DIRECTORS

CORPORATE INFORMATION

These summary consolidated financial statements are for the Electrotechnology Industry Training Organisation Incorporated (ETITO) and its subsidiary.

The summary financial statements are for the year ended 31 December 2010 and were authorised for issue by the Board on 15 April 2011.

MEASUREMENT BASIS

The functional currency is New Zealand dollars and the summary financial statements are presented in New Zealand dollars. The summary financial statements have been prepared on a historical cost basis.

BASIS OF PREPARATION

The summary financial statements have been prepared in accordance with FRS 43 – Summary Financial Statements and have been extracted from the full financial statements. The full financial statements have been prepared in accordance with NZ GAAP. The full financial statements comply with New Zealand equivalents to International Financial Reporting Standards, and other applicable Financial Reporting Standards as appropriate for a public benefit entity.

ETITO Board of Directors. From left: Ian Butturini, Ross Beal, David Grant, Ray Pilley, Scott Carter, Brian Nowell (Chairman), David Waters and Murray Hobson The amounts in the full financial statements have been audited and an unqualified opinion has been issued.

Board of Directors Nicola Dashper Palmerston North These summary financial statements cannot be expected to provide as complete an understanding as provided by the full Financial Statements. Human Resources Manager Full financial statements are available on request from ETITO. Brian Nowell, Chairman 1st Floor, 328 Broadway Avenue Company Director Michael Frampton Palmerston North 4441 ADOPTION OF NZ IFRS Manager — Strategy and Phone: [06] 350 1953 David Grant, Deputy Chair Corporate Relations The full financial statements are the first set prepared based on New Zealand IFRS and comparatives for the year ended 31 December 2009 General Manager Wellington and have been restated accordingly. Reconciliations of equity at 1 January 2009 and 31 December 2009 and profit for the year ended Rakon Ltd Lloyd Olivecrona Southern Region Office 31 December 2009 under New Zealand IFRS to the balances reported in the 31 December 2009 financial statements are detailed below. Acting Manager — Qualifications Ross Beal and Quality Manager Level 11, Baldwins Centre Transition and restatement adjustments were required on the total equity and profit as reported under the previous New Zealand Generally General Manager 342 Lambton Quay Accepted Accounting Practice (NZ GAAP), with the adoption of New Zealand IFRS. Total Power Services Ltd Tim Wake Wellington 6011 National Manager — Training Services Phone: [04] 499 7670 Ian Butturini

2010 2009 Managing Director OFFICES Christchurch $ $ Seven Electrical Ltd ETITO Head Office Level 1, 137 Victoria Street Equity under previous NZ GAAP 5,345,658 4,844,115 Scott Carter and Northern Region Office Christchurch 8013 Adjustments to retained earnings: Chief Executive Phone: [03] 365 9819 Restatement of income in advance (377,399) (337,539) Matrix Security Group Level 3, Building B Restatement of long service leave provision (37,396) - 65 Main Highway Total equity under NZ IFRS 4,930,863 4,506,576 Murray Hobson Ellerslie, Auckland 1051 Director Phone: [09] 525 2590 Arrow House, Office 3, McAlester Holdings Ltd 469 Moray Place Reconciliation of profit under previous NZ GAAP to that under NZ IFRS Hamilton Dunedin 9016

Ray Pilley Phone: [03] 479 2978 2009 New Zealand Engineering, 1st Floor, WEL House $ Printing and Manufacturing Union 711-737 Victoria Street For more information

Hamilton East visit www.etito.co.nz Prior year profit as previously reported 501,563 David Waters Hamilton 3204 Adjustments: Chief Executive Phone: [07] 839 7395 Contact us by email Deferral of income in advance (39,861) Ambulance NZ [email protected] Recognition of long service leave expense (37,396) Rotorua Prior year profit under NZ IFRS 424,306 Leadership Team Unit 1, The Business Hub An explanation of the above adjustments is included in note 2 of the full financial statements. Garry Fissenden 1209 Hinemaru Street Chief Executive Rotorua 3010 Phone: [07] 349 3461 David Askew Financial Controller

30 ETITO Annual Report 2010 ETITO Annual Report 2010 31 32 ETITO Annual Report 2010