Scaling a Government COVID-Response Workforce

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When the call came to strengthen essential public services, MAYDAY responded — delivering skilled, customer-focused teams at speed.

100%

of roles

filled within days

of release

48-hour turnaround

for shortlists during hiring campaign

Strategic Redeployment

talent from displaced industries

5+ year partnership

delivering consistent results

Client Overview

We partnered with a well-established NSW Government Department known for its strong commitment to customer care and community service.



When COVID-19 hit, the Department faced a surge in public enquiries across multiple service lines, creating an urgent need to rapidly scale its call centre workforce with capable, customer-focused professionals.

The Challenge

Due to the short-term and temporary nature of the project, the Department engaged MAYDAY as an approved supplier under the NSW Government 0007 Scheme to deliver skilled, job-ready professionals at speed.



We were tasked with filling roles under tight 48-hour timeframes, all while ensuring candidate quality, commitment and alignment with the Department’s service values.


Sourcing candidates who were both immediately available and genuinely dedicated to supporting the public during a critical time was no small feat - especially in a market where uncertainty was high and demand for talent was intense.

Couple signing document with assistance of another person; inside setting.
Two men in suits smiling, one signing a document at a desk with a laptop and coffee cup.
Couple signing document with assistance of another person; inside setting.
Two men in suits smiling, one signing a document at a desk with a laptop and coffee cup.

Our Approach

MAYDAY responded with speed, empathy and creativity.

  • Mobilised a dedicated recruitment team focused solely on this project, coordinating directly with the Department’s HR and program leads.
  • Delivered shortlists within 48 hours, while ensuring every candidate was screened for skills, empathy and service aptitude.
  • Partnered closely with the MSP model to streamline compliance, documentation and onboarding - removing pressure from internal HR teams.
  • Thought outside the box by partnering with impacted travel businesses, helping their displaced customer service staff transition into meaningful temporary roles within government.
  • Maintained regular communication and care with candidates, keeping them informed at every stage - a hallmark of The MAYDAY Experience*

The Impact

  • 1,168+ placements delivered since the partnership began in 2017
  • Consistent 48-hour turnaround during surge hiring periods
  • 50–75% campaign share achieved when competing with multiple agencies
  • Delivered over $850,000 in recruitment services in the past 12 months
  • Trusted by the client as a long-term partner for surge and steady-state recruitment - valued for our reliability, speed and care.
  • Enabled the client to maintain customer satisfaction and operational continuity through high-demand cycles.

Joanna was very proactive, personable and made everything as easy as possible. She gave plenty of information about the position with an enthusiastic attitude. A very pleasant experience overall.

Flynn

Candidate

Meet Our Government Recruiters

Woman with blonde hair wearing a striped shirt dress, smiling, resting on a brown leather couch.

Katrina Docherty

Co-Founder & Director

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Woman with blonde hair wearing a patterned top, smiles leaning on a chair.

Imogen Storie

Co-Founder & Director

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Blonde woman smiles, wearing floral print top, in front of a wood-paneled wall with text.

Joanna Ward

Co-Founder & Director
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