Internship Report 5 PDF

Charlotte Rhemrev
STH1E – HEM1E -‐ Utrecht

Andrietta van Leeuwen Boomkamp
Oudenoord 2 / 3513 ER Utrecht
a.vanleeuwen@tio.nl

Internship details:
21th May 2018 – 21th August 2018
Intern Event Management at HHG

Natalie Gard
Fundraising Director VIC/TAS and
Event & Account Manager

Brigitte Johnson
Events and Accounts Manager

21/70 Racecourse Road
North Melbourne 3081
VIC, Australia.

Helping Hand Group
Group Auction Services
Internship Report
27th May 2018, Melbourne

Preface

Within this report is the conclusion of my internship at The Helping Hand Group (HHG). In the
period between the 21th May 2018 and the 21th August 2018.

Writing this report had been a good challenge for me.
I have improved my overall and professional communication skills, learned about different
cultures and how they work and found out how to be completely independent. It was a great
experience to be a HHG consultant and to work in such a great and supporting team.

Firstly, I would like to thank the CEO’s of HHG; Richards Ernster and Oliver Slobodetsky for
letting me gain experience as an intern at the VIC office by hiring oversees interns.

And secondly, I would like to thank the HHG’s managers Natalie Gard and Brigitte Johnson for
helping me gain more knowledge about the organization of events, and teaching me the basics
of working together with a team.

I feel like everyone who has ever been to Australia says but, but I have truly fell in love with
this country and I honestly wish that I could stay here.

Melbourne, 14th July 2018

Left to right: Belinda Smith, Charlotte Rhemrev, Natalie Gard, Brigitte Johnson, Danica Phan.
2 Charlotte Rhemrev HEM1E – HHG

Summary

In this report you will find information from my point of view during this internship, in what I
have experienced and how much I have grown as a person during my time in Melbourne. To
make the content of my internship easier to understand I have included a little bit of history
from Helping Hand Group and what their goals and aims are nowadays.
The founders of Helping Hand Group are Richard Ernster and Oliver Slobodetsky who started
their company in 1997. Over the years HHG has raised over a $100 million for leading charities,
community groups, schools, and sporting clubs. HHG helps fundraising events with a long list
of auction items and full event assistance with our electronic silent auction system, Ballot
Bidding® programme, and expert fundraising event staff. (http://helpinghand.com.au/)
HHG wants to stay the leader in fundraising and has to find out if they need to improve one of
their services and if there are extra services HHG can offer to distinguish itself from its
competitors and keep current clients. My adding new services or improving current services,
HHG wants to increase the number of singed proposals with current clients.
I choose HHG as my internship company because I have always wanted to do something

regarding events while doing something good with charities. This is why Helping Hand Group
felt like the perfect fit for me.

The learning goals I have set for myself during my work placement are:

Initiating and creating products and services –self-‐supporting and enterprising.
• Use creativity techniques, breaking with accepted views, procedures and paradigms
• Find wishes and needs of potential guests and translate this into products/service
Creating experiences by providing hospitality
• The aspects ‘guests’ and customer psychology; how can wishes and experiences be
measured and translated into actions and what is customer satisfaction?
• Apply sales techniques, negotiate and convince


Table of contents

Preface 2
Summary 3
Table of contents 4
Company assignment 7
Chapter 3 7
1. The history of the organization 7
2. Organizational structure 8
3. The products and/ or services the organization provides 8
4. The production process or realization of the services 10
5. The quality of the provision of services 10
6. The target groups that the organization focusses on 11
7. Marketing mix 12
8. Statistics of the organization 15
9. Current developments 16
10. Cultural differences 17
11. Interaction with customers/guests/buyers 18
12. External regulations 19
13. The unique selling point of the organization 20
14. Long term vision 21
Professional attitude 22
Internal competences, how you work within the organization. 22
External competences, how you deal with external relations 23
Personal competences 24
Collaboration, interacting with colleagues and other departments/disciplines and external parties 25
Competence of convincing 26
Self-‐ Chosen competences 27
Evaluation 28
Bibliography 29
Appendixes 30
Appendix 1: Organization chart 30

Appendix 2: Questionnaire week 1 31
Appendix 3: Halfway assessment form professional attitude by company coach 32
Appendix 4: End assessment form professional attitude by company coach 33
Appendix 5: Before assessment form professional attitude by Student 34
Appendix 6: Halfway assessment form professional attitude by Student 35
Appendix 7: End assessment form professional attitude by Student 36


Introduction

At TIO everyone has to do their internship in the summer of the first year, everyone decided
to go to countries like Spain, nice I thought… But being me, I wanted something different and
decided to go as far away as possible. And why not go to one of the most beautiful countries
on the planet: Australia. Ever since I was younger I’ve always wanted to do something good
for people in need and working at Helping Hand Group has made it possible for me to achieve
that.

I started my internship at the 21th May 8 and my last day will be on the 21th of August, which
means that I have been working for 13 weeks at HHG. During these 13 weeks I was fortunate
to learn all the ins and outs of the fundraising industry, and even doing enormous events with
1500 attendees. I found out this way that doing events is really something that I would like to
keep on doing in the future, it was a really great learning process where you have a lot of
contact with guests which is something that I really like to do.

Moving to the other side of the world was one of the nicest things I have ever done in my life,
not only workwise but also by figuring out who I was as a person. Working at charity events I
have talked to a lot of people who would always surprise me with new insights about how the
world works.

In my internship report I’ve described the general information about Helping hand group, how
I have developed as a person and all the assignments that TIO required such as key figures of
the organization.

During my internship I have developed a new way of organizing, improved my English skills
and learned a lot about dealing with clients and guests.

I have learned how to deal with complaints and people who were rude and drunk while
working at events. I learned how to prioritize which tasks are more important and I learned
how to do close research about events that are going on at the moment.

The learning goals I have set for myself during my work placement are:

Creating experiences by providing hospitality

• The aspects ‘guests’ and customer psychology; how can wishes and experiences be measured and
translated into actions and what is customer satisfaction?
More information about my learning goals is in the report.

Company assignment
Chapter 3

1. The history of the organization

The founders of HHG (Helping Hand Group) are Richard Ernster and Oliver Slobodetsky who
started the company in 1997.

When Richard and Oliver were younger, they collected all different kids of memorabilia and
Oliver came with the idea to open up a store to sell their collection. Richard was not really into
the idea because he had a different kind in his mind since he was higher educated than his
friend Oliver

At the end of 1996 the golf club that Oliver was playing for came to ask him for help for a
fundraising day for a charity and a new idea was born. From that moment on they sell all kinds
of memorabilia for silent and live auctions.

In 2011 Richard and Oliver formed another company called Goodwill Getaways (Six Star Villas
PTY LTD) where they used their owned houses and villas to rent out as auction items. In 2014
Richard and Oliver acquired a company called Ezybidz. Ezybidz was founded in 2001 and
focusses more on the electronic aspect during a silent auction.

At the present point in time HHG has opened 10 offices in 20 years’ time.

1997 – Helping Hand Group established in Sydney (NSW)

1998 – Melbourne (VIC) office opened

1999 – Brisbane (QLD) office opened

2000 – Adelaide (SA) office opened

2005 – Singapore office opened
Perth (WA) office opened
New Zealand office opened

2006 – China office opened

2016 – Dubai office opened

2017 – France office opened

2019 -‐ Dutch office?


2. Organizational structure

See Appendix 1: Organizational Chart

The theoretical model used at helping hand group is the functional structure:

A functional structure is one of the most common organizational structures. Under this
structure, the organization makes groups of employees raking them by specialization or
similar set of roles or tasks. It is a top down flowchart with a high-‐ranking executive at the top,
with the multiple middle managers all directly reporting to the top executive.

At HHG everyone does what they are specialized to do and passes on their own experiences
and information to other colleagues. The highest rank is the board of directors (CEO’S) which
are Richard and Oliver. They make all the final decisions in consult with the rest of the team,
but they will always let everyone do what they are specialized in as long as they see results.

3. The products and/ or services the organization provides

Ballot Bidding Form (BB)
Ballot Bidding or BB is invested by Helping Hand Group. This is a new concept in the industry
of fundraising. Ballot bidding means that every guest that is attending the events receives a
ballot bidding form which he or she can fill in. on the form you will find all of the items that
are put up for auction and the cause that the money goes to. Every item has a minimum
bidding price where the guest can write down their preferred amount of money. The
difference from Ballot Bidding to a regular silent auction is that with BB you only have one
chance to bid, so this means that the guests will have to put in their highest bid for them to
actually win the item. Most items are multiple times available; this means that the people that
bid on these items are automatically winners. There are also unique items like artworks
available, which means that there are only one of them available. During the night the staff
collects the Ballot Bidding forms and at the end of the night the winning guests receive a text
message if they have won. When that happens a staff member goes up to that guest and tries
to collect their payment.

Silent Auction (SA)
During a silent auction all items are displayed in a disclosed room with their own bidding form.
Guests can fill in their preferred price and can also see what the previous bidders have filled
in. As soon as the auction closes HHG will announce who had the highest bid and that person
will automatically win the item. Items that have multiples available have an immediate win.
And it is possible for a guest to go up to the desk to just buy an item instead of bidding on
them.

Electronic Silent Auction (ESA)
Electronic Silent Auction is a more innovative type of fundraising with the emphasis on
technology. During the events, there will be a number of iPads available and all the items on
display on the screen. You can text a number and this way you are registered to the auction.
This doesn’t mean that you have to bid, it just means that during the event you can bid at your

own time and look at the items and their descriptions at all times. Once you have been outbid
you will automatically receive a text message saying that ‘you have been outbid’ together with
a link that you can click on to place a higher bid than the person who outbid you. As soon as
the ESA closes, every bidding receives a text message informing whether your bid or successful
or not and if they please want to come to the payment desk and pay for the items they just
won.

Live Auction (LA)
A live auction is one of the most traditional type of auction. During a live auction the
auctioneer represent the items to the crowd with a starting bid. Every time a guest gives a
signal, mostly raising his hand, the price increases. The LA is done once no one is willing to go
any higher and then the guest or guests with the highest bid(s) wins the item depending if
there is one or more items available.

Last Donor Standing (LDS)
Last donor standing is one of the latest innovative concepts created by HHG. LDS takes place
right after the last items of the Live Auction with the purpose to keep the guests engaged.
Most of the time an item such as a holiday from HHG will be auctioned off. The auctioneer will
ask everyone to please stand up for a little experiment, once everyone is standing he will go
more into the details of the item and he eventually will ask the guests to sit down if they don’t
want to pay $1.00 for the holiday, which will obviously leave everyone standing. The
auctioneer will raise the price until there are about five to nine guests still standing. He will
them ask those standing to come to the stage, because since we have multiples available they
all won the holiday. Using LDS, HHG increases the turnover and can that way make more
money for the charity.

Besides the above-‐mentioned types of fundraising HHG offers two types of events; supply
events and attendance events.

At supply events, HHG only supplies the items and the platform for the auction. Most of the
time, the client takes two or three items to use for auction and chooses either Ballot Bidding
or Electronic Silent Auction as their platform these events usually don’t make a lot of profit.

At attendance events HHG offers event staff and an auctioneer for free. Attendance events
are preferred since they are more profitable in terms of items. As mentioned above, at supply
events clients tend to take two or three items unlike attendance events where they mostly
pick ten to forty-‐four items. All HHG items have multiples available which is also more
attractive for clients, since selling multiples increases the profit.


4. The production process or realization of the services

The strengths of HHG in regard to the service process will be that they don’t only offer a large
number of variations of items on consignment, but a big part is the staffing process.

If you were to sign as a client, we can get the option of a certain staff members, who know
everything about the fundraising business. They can help to boost your event by talking to
guests who have any questions or advice which items are best suitable for certain people.

Besides regular staffing at events, HHG also provides an experiences auctioneer Michael Kelly
who is a professional house auctioneer but has done loads of fundraising events and perfectly
knows how to work a crowd.

A bottleneck in the service process of HHG could be the formality of the English language. The
staff that is participating at the events mostly consists of interns who are not native English
speakers. This can lead to language barriers since the Australian accent is often very difficult
to understand for people that are not used to this type of English and this can cause some
confusion towards to attending guests at the event. This can cause problems, especially when
large numbers of money is involved in the Live Auction.

To solve this issue Helping Hand Group could provide the interns with a manual where they
would learn some of the formal sentences or words that are very common in the invent
industry in order to be prepared for certain type of questions.

5. The quality of the provision of services

Helping hand group can guarantee their products quality and services through strict
supervision and reinvention of existing products to make sure there are always new
experiences available with what is demanded at the time. The quality of the services provided
is checked by our office managers and made sure to improve all our items at all times. This
means that especially experiences are always up to date with what is trending at the moment.
For example: when AFL finals are coming up, we make sure to have a great package offering a
good deal for going to one of the AFL finals. This way we always keep our clients and guests
happy and make sure we never offer all of the same items different years.

The HHG interns are very well trained and guided throughout their internship this has all to
do with their training technique which consists of new interns getting trained by the old ones.
This way the old interns can share their experiences and knowledge, this wat the regular
employees can focus on their own job and will help the new interns where it is needed. The
old interns can explain all the ins and outs of the company and will show you what your tasks
are and how they should be done.


6. The target groups that the organization focusses on

The target group that HHG mostly focusses on is the people that organize charity luncheon,
gala dinners and balls. At these events most people have or been invited or bought a ticket
which mostly costs over 100 dollars. The behavior of this target group is usually relaxed
because they are at an event where you are supposed to let loose, the free bar often helpst o
achieve that.

This means that most people are going to these events which the intention to do something
good for the charity that they are going to visit and are willing to pay for good items. You can
divide the people that go to events like this in several target groups.

Couples
Romantic getaways or pampering packages are things that are regularly sold at most of the
events. This target group loves to get away for a little while and get to relax with their loved
one.

Families
HHG offers a bunch of items that are great to do with children, especially the vacations they
offer. The children usually don’t come with their parents to the events, but parents often like
to surprise their children with items that they bought.

Businessman and retirees with a high disposable income
This target group went to this event with the intention to spend money, sometimes they don’t
care how much and on what. Especially at large rugby or AFL events there are a lot of fans that
are willing to spend a lot of money on an item from their favorite player.


7. Marketing mix

Ballot Bidding (BB)

Product (service)
The product is made by Helping Hand Group and this
is also the reason that we are the only ones who can
use a system like that. That is what makes Ballot
Bidding special for Helping Hand Group

Place (convenience)
The place where Ballot Bidding is offered is at large
events where a lot of items are offered. Ballot Bidding
makes it very easy to see which items are for sale, and
to highlight the items that you are really eager on
selling.

Promotion
A large part of the promotion is done by social media,
especially the use of LinkedIn, Facebook and
Instagram. Promotion is mostly done by the HHG
LinkedIn and the LinkedIn of Richard; one of the
directors. He has -‐+ 20.000 followers and makes sure
to promote the items and services that HHG provide
widely. This is a great way of free and easy promotion.

Price
The service is free once a number of items are used for sales. This way HHG still makes money
from selling the items but in general Ballot Bidding is a free service.

People
The people that book this service are the event planners who are looking of ways how to make
the guests engage in their auction. But also the people that are using the system and who end
up making the bids on them.

Presentation
Ballot Bidding is made attractive because this is a service that doesn’t require people going
over to the room where the items are to place a bid or look at their phones while the event is
going on. This is a large advantage because this way people can look at the ballot bidding form
during formalities without looking uninterested.


Supply events

Product (service)
The service that is provided by HHG is that possibility for events to show more high-‐end
items at auctions. Often these are the items are attractive to guests because they are of
higher value or are things that they would spend money on in the first place (like a holiday)
and this way they can spend their holiday money on a great vacation and still help the cause
that they are attending.

Place
This service is mostly offered for smaller events where not as many people go to as the
attendance events. It doesn’t matter where the events take place, and this is very
convenient for HHG, because this way we don’t need to travel for hours in order to be able
to make money out of that event.

Promotion
Promotion is mostly done within the promotion of HHG itself, also do the interns always look
online if there are new events coming up. The staff then calls the event manager asking if
they need any guidance throughout the auction management.

Price
There is no price concerning the supply events, this is because HHG don’t ask a price for the
items. Their tactic is that if something gets sold Helping Hand Group keeps a part of the
price, which gives them the profit.

People
The people that are interested in these services are usually in charge or smaller charity
events. Their target group is a little bit different than the one from the attending events
because this target group is usually not as wealthy as the groups that are invited to the
events we are attending. This means items as Pampering Packages will sell better than
expensive holidays to Tuscany.

Presentation
Supply events are made attractive by offering free service for the items that we are offering,
which makes it very interesting for small charities that want to have some things of higher
value made available at the events.


Attending events

Product (service)
The product that HHG provides is items, experienced staff and an auctioneer. The items that
are provided can vary a lot in price and whether it is a holiday or an experience. The staff
that is provided always consists of the Event Manager, who is the one that had all the client
contact and knows all the ins and outs of the event. An intern and depending if a lot of staff
is needed experienced casuals. The auctioneer that we provide from HHG VIC is an
experienced auctioneer who has had a lot of experience working a crowd and helping us (the
interns) understand what is going on since Live Auctions tend to go really fast.

Place
The place where attending evens are most in demand are very large fundraising events,
especially from known fundraising companies, for example red cross or large AFL teams that
want to raise money for the community.

Promotion
The promotion is quite the same as the ones for the supply events, this mean that a lot of
promotion will be done though social media. Especially LinkedIn plays a large part in the
promotion of HHG, since the attending events are more profitable for Helping Hand Group
our CEO Richard usually tends to push this service more offering discounts and supplying
information.

Price
If you would like to make use of HHG’s services there is a fee you will need to pay depending
on the number of items you wish to make use of. I have described a rough price list below.

24 Items – No cost (Includes: staffing and an auctioneer)*
20 Items -‐ $1000 (Includes: GST, staffing and an auctioneer)
*Prices may vary per client or time of the year.

People
The people that are usually interested in taking services like this are experienced event
managers, they have organized big fundraising events in the past which were large and have
made a lot of profit

Presentation
Attending events are made attractive by offering free experienced staff and an auctioneer,
which makes it very interesting for large charities to take on our services. This way they
don’t only ‘buy’ our products but also our experience and systems.


8. Statistics of the organization

The actual sales in the period I have been with HHG are 379.950 dollar
Sales per week:
379.950 : 13 = $29.227 per week

Sales per month:
29.227 x 4 = $116.906

Sales per quarter:
98.855 + 187.410 + 93.685 = $379.950
The actual sales in the first half year of 2018 were $467.265 in 38 events.
The actual sales in the last half year of 2017 were $804.775 in 45 events

The sales per event in the first half year of 2018 was 467.265/ 38 = $12.296 per event
The sales per event in the second half year was 804.775/45 = $17.884 per event

12.296 – 17.884 = 5.588
As you can see, the second half of 2017 didn’t only have more events, but also the events
made a lot more money. This has happened over several years now and that is where you
can indicate that at Australia summer time a lot more fundraising events are held.


9. Current developments

Developments on Macro level
1. Economic forces
Due to the economic crisis that has happened people still watch their spending
pattern and don’t spend as much money on auctions as they used to do in the past.

2. Technological forces
Auctions used to exist of Live and basic Silent with a pen and paper. Since everything
in life is getting more technological, auctions could not miss out on that and therefor
an electronic platform was created so that people could bid from their phone and
Ipads, then receive texts whenever they were successful with their bids and they now
have the option to pay from their phone instead and this is all within the comfort of
their own home.

3. Social forces
Nowadays, most charities are about people in need, which makes people feel more
related to the charity and to donate more money.

Developments on Meso level
1. Customers
Customers nowadays much rather do the fundraising aspect on their own,
unfortunately they find out that it is difficult to manage the whole event on their own
and ask for help in the last moment.

2. Competitors
Everyone wants to keep up with the latest updates and most fundraising solution
companies tend to take over the Electronic Silent Auction too and try to make
versions of our Ballot Bidding and just call it differently.

3. Employees
Event staff used to be formal, but that has changed to being friendly, helpful and
information providing so you will be able to sell more items.

Developments on Micro level
1. Products and Services
Being able to auction off items that are trending worldwide such as holidays and
experiences now and that used to be more memorabilia and art back in the day.

2. Strategy
Companies are not offering items on consignment only, but also provide experienced
and an auctioneer for the events.

3. Vision
Every company wants to expand internationally and be more technological to take
off extra efforts and make it easier for themselves.


10. Cultural differences

Leadership differences
Here in Australia I don’t notice a lot of leadership differences, just like in the Netherlands
people work with you in a respectful way and communication is done very directly. My bosses
don’t feel like they are worth a lot more than I am and for that reason I always feel comfortable
talking to them or asking questions, this makes the work atmosphere also very nice because I
work with them in the same office. They allow you to give your opinion and include you in the
decision making, which made me feel like I was doing something for a cause as well.

Method of cooperation
I don’t really see a different method of cooperation going on with us at the office. People
always helping each other whenever needed without questions asked. This makes it really nice
to work with Australians, since I also feel that they are friendlier than Dutch people.

Work mentality
Australia is not very different from the Netherlands, people at the office will only leave when
they have finished all of their tasks and when they are not done yet they will take their laptops
home in order to finish everything on time at home.

Group culture
There is quite a difference in group culture with the offices that HHG has, for example NSW
and VIC are the largest offices with the most events. Also do we have a great system here at
helping hand called a ‘dingding’ this means that a rather large client has signed with us for
their upcoming attending event. When this happens the team that gets the ‘dingding’ will
receive one point, and when the office receives all of their points selected for that month we
receive a little price. This price can vary from going out to the cinemas to getting a rather large
lunch or even having drinks with the team. This mean that the team we try their very best in
order to get their price and this is very good for Helping Hands group spirit.


11. Interaction with customers/guests/buyers

3 successful sales were:
1. There was a group of men at the Pharmacy Guild Dinner, they were looking at a bunch
of the items that were displayed and I heard them talking about the Dalai Lama and
the Hong Kong weekend of extravagance but they weren’t sure which one to pick. I
decided to come over and talk to them about that the items pros and cons were. At
the end of the conversation they decided to get crazy and pick them both because I
have convinced them to go to Hong Kong first as a crazy men’s weekend out and then
relax from that weekend in Tibet with the Dalai Lama.
2. Another successful sale was at the Hawthorn Gala Dinner event, at this event were a
lot of people (say around 1500) which makes it really difficult to lead a live action, just
because that many people are in the room and you can’t see everything that is
happening. At one point people were bidding on the Mexican Beach Vacation which
was very popular, me and Natalie were next to guests that were outbidding each other.
At one point they didn’t want to go any further so we told the auctioneer that there
were multiples available and we told the guests. They both went for the item with 4000
dollar over the reserve price!
3. One of my other successful sales was during a meeting where a client of ours was still
in a lot of doubt about what system she should use. At one point I discussed together
with Brigitte and we decided that we would give her 2 donations when she would pick
Ballot Bidding. After that she was completely convinced and we had a great event with
her making $80.000.

3 problems that occurred were:
1. That was a man who bid on 7 different items because he thought that he wouldn’t win
one of them anyways. At the end of the night I came over to him to take his payment,
which was very large because he won all of the 7 items on the Ballot Bidding forms. He
told me that he didn’t think that he would win them all and that this is why he wanted
to scrap some of them items. I went over to the client to discuss what was possible in
this situation, and she said that there was no discussion about it and that he signed the
form which states that if you hand in your form you commit to your bid. I told him that
he had to take all of the items and if he wanted he could sell the ones he didn’t want.
He was cranky but at the end he went for it and paid it in full.
2. The day after an event a lady called me after she had bid on the Holiday vacation to
Bali, she was almost in tears and she told me that she really couldn’t pay for it. I called
the client but she said that she couldn’t refund it anymore. That is where I requested
to send her the items description and photo’s so she could try and sell it to one of her
contacts. She was very happy with this help and she e-‐mailed me a couple of weeks
after that she succeeded to sell the vacation and got her money back this way.
3. Another problem that occurred was that often when we had to get back our displays
that we send out for Supply events our package was lost by Toll. When this has
happened again I had to stay on the line with Toll until they would give the tracking
number with our package send back to us.


12. External regulations

‘Fundraising’ is defined differently under the different fundraising regimes. In general, the
following types of activities are fundraising:
• telephone and door knock appeals
• traffic intersection and highway collections (Note: These appeals generally also require
separate approval from Victoria Police and the relevant local government)
• golf days, movie nights and trivia nights
• public appeals to support clubs, associations, causes or people
• sale of goods where it is represented that part of the sale price is to be donated to a
charitable organization or cause

An organization intending to fundraise in VIC needs to:
• Obtain an authority to fundraise, or
• Enter into an arrangement with the holder of an authority to fundraise on that holder’s
behalf. The regime contemplates that an individual intending to fundraise in NSW
needs to obtain authority from a license holder to fundraise on its behalf, or
individually apply for an authority. In practice, individuals rarely obtain authorities
themselves, and rather operate under an arrangement with the holder of an authority.
An authority to fundraise may be granted for an indefinite period of time for an
indefinite number of appeals. However, in practice, authorities are issued for a specific
period, such as five years. The time period of an authority will be clear in the conditions
of the authority issued by the regulator.

Examples of some organizations/individuals that are exempt from the general requirement to
obtain an authority to fundraise:
• An organization or person that receives less than $15,000 in a financial year from
fundraising (small fundraisers)
• Local councils
• Trusts with a local council as a trustee
• Universities
• Certain religious organizations (these organizations are exempt from the NSW
fundraising laws in their entirety.

All funds raised by a fundraiser must be deposited immediately into a separate bank account
that only contains money raised in fundraising appeals by the fundraiser (this requirement
may be relaxed if accounting practices are in place at an organization that allows for easy
differentiation of different types of income or if provided for in a license).
https://www.acnc.gov.au/ACNC/FTS/Fundraising_in_Victoria.aspx?TemplateType=P


13. The unique selling point of the organization

HHG’s unique selling point is the number of items that they offer and how these are different
from each other and other locations, since they are located in all the large cities where most
charities are being held. Together with this HHG also provides an experienced staff and
auctioneers to help with all different kind of events, from extremely large to small gatherings.

The items that Helping Hand Group offers differ from unique experiences like VIP tickets for
the Formula 1 in Hong Kong to romantic getaways on a yacht in the Sydney Harbour and from
Sports memorabilia to Sidney Nolan artworks. That differ in price ranges from 100 dollars to
25.800 dollar.

HHG has two direct competitors called Signed and Framed (S&F) and Galabid. They both
operate in the same market, but there are still some differences between them and HHG
which makes HHG the leading company.

Galabid
Galabid is a direct competitor of HHG since 2012, which only operated in the Australian states.
The difference between Galabid and Helping hand is that Galabid takes a percentage of the
total amount raised to themselves, even over the ones they didn’t provide. With HHG we get
the money that under the reserve, the money that was overbid of the item will be taken by
the charity. This means that if you don’t raise any money at the event with HHG items, we
don’t charge you anything.

The organization is personally unique for me because HHG has made sure to train me in the
best possible way and give me a lot of guidance during my internship. Also do I think that HHG
made a good decision to hire oversees interns, they can share new insights and that can help
the whole company’s environment.

See figure for an indication for a few of the items that are offered at Helping hand Group.

14. Long term vision

The vision that I have for Helping Hand Group for the upcoming 3 to 5 years is expanding the
market to more different countries.

I have noticed that more countries in the EU are getting interested in fundraising events this
is because the economics in countries like Germany, England and the Netherlands are getting
better. This means that more people have money to spend on these kinds of activities. This is
why if feel like it would a very wise step to expand the Helping Hand Offices around the world.
This way world will get around and HHG can start building their brand.

Helping Hand Group should in my opinion also focus on modernization, this is because a lot of
their services are paper based and I feel like this is going to be something that will lose
popularity especially with all of the pollution problems that are going on at the moment. I
think that if HHG would make things more online and automated it would be a good system
for the modern people of now, and for people that still want to do things by paper there should
be possibilities. Bit this way HHG would be more sustainable and I expect this to be more
suited for the years coming.

When this will not be done other companies will start taking over possible clients and
eventually our current clients. That is why it is important that when expanding and
modernization will happen, we need to stay on top of providing exceptional services, products
and to keep reinventing existing products.


Professional attitude
Internal competences, how you work within the organization.

Assessment Before
Assessment Halfway
Assessment End

Halfway of assessment
From the start of my internship I always have been very quality conscious and open towards
my colleagues, so at events I really tried to pay attention to my openness to people and my
ability to help them, but the only thing that I could try to work a little bit on being open to
comments from colleagues, this is because sometimes I can still feel a little bit offended
when someone says something about the way that I do things, this is because I don’t like to
do things in a very strict way. This is what I will strongly focus on now.

End of assessment
During the second part of my internship I have explicitly focused on the way that I am open
to comments from colleagues and I have noticed that I do not want to go against the stream
anymore. I have respect for the way that my colleagues like to see certain things in certain
order, and I do not feel offended in any form when someone says something about the way
that I do things. I look at myself now and try to change. I have received many compliments
about how quality conscious I am, perfectionist they sometimes even call me, which is a
great improvement for me.

External competences, how you deal with external relations

Assessment Before
Assessment Halfway
Assessment End

Every place that I have worked at I always have been courteous, hospitable and professional.
That is my why focus was on being communitive towards customers, even though I have
never experienced any problems in this area, I think that if I want to be successful I have to
be the best at communication towards customers as I can possibly be.

End of assessment
Providing service is something that comes with my personality. I have always been very
courteous and hospitable; therefore, I have mostly focused on my communication towards
customers in the last part of my internship.

During my internship, it became clear that the key to my communication towards customers,
was learning the way they were speaking. This is because Australians have such a difficult
accent to understand sometimes, especially while taking on the phone. Their accent is very
different that the accent I am used to from UK English and American English. After a lot of
practicing I can proudly say that I have adjusted to the way they talk, and this made me
improve my communication towards customers a lot. I became more confident with what I
was saying and I could now offer them great advice and answer almost all of their questions.


Personal competences

Assessment Before
Assessment Halfway
Assessment End

I am trying to become more consistent in becoming more disciplined and results oriented.
For example, at events I am very results oriented and disciplined, but as soon as there is no
more work to be done my concentration starts to fade away and I get less oriented and just
decide to do things very last minute. This is really something that I want to learn and
eventually get rid of, because that way I can really improve my work attitude to professional.

End of assessment
At the end of my internship I was asked to train the new intern everything that was going on
in the office. This gave me a lot of responsibility because I had to make sure to train the
intern the way that I was trained, and this took a lot of my patience. I really had to step up
my game and show management that I was able to train her.


Collaboration, interacting with colleagues and other

departments/disciplines and external parties

Assessment before

Assessment halfway

Assessment end

Assessment halfway
Before I started working at Helping Hand Group I already have a lot of experience working an
office job and the atmosphere that it brings with it. But at this point I don’t really get the
certain roles and dynamics from the team, this is due to my supervisor Natalie transferring
to a different company but still staying in the same office and helping with the same things
that she did before. I now have to figure out how to best understand it and learn to work
with it.

Assessment end
I think that working at an office that was this small was really nice for learning how to ask for
things and creating a great working atmosphere. Luckily for me the atmosphere was always
very relaxed, which for me feel very familiar from working at my old job. What I did learn is
working in different kind of dynamics and being able to compromise since this was
something I haven’t really done before. I feel like I have learned a lot on every single aspect


Competence of convincing

Assessment before
Assessment halfway
Assessment end

When it comes to being social and enthusiastic this automatically falls within my description.
I really like to introduce my own opinions and convincing people that think differently. Most
of the time I know exactly what kind of convincing arguments I can use but this is still
something that I can really grow in. the thing that I can still really grow in is being critical
towards myself, I sometimes find it difficult especially when I feel very enthusiastic about
something.

End of assessment
As I have mentioned before I have always been very social and enthusiastic when it comes to
putting forward my own ideas and opinions. I have improved my English which made it a lot
easier to explain exactly what I meant coming down to convincing others and giving founded
proposals. Looking back at my time at Helping Hand Group, I can proudly say that I have
strongly improved in all of the above-‐mentioned points.


Self-‐ Chosen competences

‘initiating and creating products and services-‐self-‐supporting and enterprising.’ & ‘Creating
experiences by providing hospitality.’

Assessment before

Assessment halfway
Assessment end

At this point of my internship I have really tried to give explicit attention to using creativity
and fulfilling the wished and needs of guests and translating these into services or products. I
learned the best path of achieving this is doing depends on who it is that you’re dealing with.
Figuring out which one would be the right approach is still something that I am working on. At
making customer satisfaction and applying sales techniques is something that I am not
completely new at but I will try and apply this more during next event meetings.

End of assessment
Looking back at my internship at HHG I can say that I know how to use creativity techniques
with accepted views, if something is not working out at an event there must be another way
to do it, because the result needs to be there. After all, I focused on what the wishes of clients
are and how to put them into service. Taking time to provide clients with information is key
and that is what I am doing with everything now.

Wishes of guests can be translated into actions by highly informing them on every aspect.
Customer satisfaction is easy to reach if you keep in constant contact with your clients and
brief and debrief them about everything that has been going on. Applying sales techniques
were easy regarding the fact that we, at the office, know what sells which makes it easier to
convince the client and have massive results post event.

Evaluation

What did I contribute to my work placement?
At the start of my internship I didn’t feel like I was an asset to the company and I didn’t get to
do a lot of tasks. This was also because at this time not a lot of events were going on. Most
charities have Galas in summertime, which is why I haven’t been assigned a lot of tasks. But
when my internship got extended more I got to do a lot more, from training the new intern to
having a lot of client contact and dealing with problems and complains. I have learned how to
work under more pressure and I feel like I have trained the new intern very well so that she
can help HHG just like I did. Also do I think that my colleagues enjoyed working with me, also
because Natalie my company coach gave me a very positive reflection (see appendix 3 and 4.)

How do I find the connection between Tio Courses and working in the practical field?
At Tio there were some times when I thought ‘where do I even need this class for?’ But while
working at Helping Hand Group I realized that most of the courses actually make a lot of sense
and was very helpful understanding certain aspects of my internship. I think that ZCCE and
Event Management was the most useful subject. This is because I have been dealing with a lot
of professional e-‐mail writing and within this class you learn all the ins and the outs of doing
that. Event management was great for understanding what was going on when the events
were taking place, because I have had understanding what needs to be done in order to
organize an event I know more of what was going on during events.

What new skills and knowledge did I gain?
Improving my English is a skill I gained for sure, however I have learned so much more than
just English. For instance, how to be professional on the phone and having a lot of different
kind of client contact. I used to be really bad and scared to pick up the phone and now I can
understand people way easier even if they talk with a very strong accent. After all the events,
I have become a better team-‐player too. I used to be focused on my own, and had an attitude
like “here, let me do it” and I managed to get rid of it. I feel like have completely changed after
this amazing experience in Australia, in every possible way.

Guidance during my internship
During my internship I have receiver great guidance. Brigitte and Natalie were always there if
I needed help in any form and they have had a lot of patience doing so. They have never
treated me any different even though I was the intern and if always felt same to say if a task
was too difficult for me.


Bibliography

(Australian Government, 2018)

(GalaBid, 2018)

(Helping Hand Group, 2018)


Appendixes

Appendix 1: Organization chart

Board of
Directors
Adam Herodotus

General Manager

Belinda Smith

Fundraising
CFO
Group Marketing
COO
Directors Manager
Valerie Poortvliet Anne Zhang Christopher Ordog John Duffy
Natalie Gard
Jessica Doyle

Accounts / Admin Design Warehouse
Events/ Sales
Annie Lie
Team Stenn Einseld Andrus Kambre
Julia Umanskaja John Duffy Edward Cheng
2x Interns 1x Intern Casual Staff
VIC/TAS NSW/ACT/NZ WA/SA QLD/NT

Jessica Doyle (FD)
Production
Natalie Gard (FD) Valerie Poortvliet (FD) David Stevenson
Brigitte Johnson Jax Perrin Daniel Sloan Kimberly de Jager Edward Cheng
Danica Phan 4x Interns 2x Interns 1x Intern Casual Staff
2x Interns


Appendix 2: Questionnaire week 1

01 How was your first week?
Stressful, I booked an Airbnb but it was too gross to live in so I had to live in a hotel for a week. And
tomorrow I can finally move to my permanent home. Work is nice and Melbourne is one of the most
beautiful cities in the world. Work is something that I really enjoy doing, I learn new stuff every day
and I meet new people every event I go to.

02 If you live on location, how is your accommodation?

03 How is the collaboration between colleagues and superiors?
Really good, the vibe at the office is really nice and chilled out at the same time. They explain
everything very well and also take in account my opinion.

04 What are your expectations for the rest of your internship?
To keep on working with a speed like this

05 Are you (or will you be) taking any courses?
no

06 Do your daily duties meet with your expectations?
yes

07 Will your daily duties be further extended?
yes

08 Indicate the learning goals you have set for yourself and the derived partial competences. Also
indicate
Creating ‘experiences’ by providing hospitality
• The aspects ‘guests’ and customer psychology; how can wishes and experiences be
measured and translated into actions and what is customer satisfaction?

09 Only for STG1(E)-‐students: please sent also your format research assignment.
-‐

10 Did you change your LinkedIn page with your internship data?
Yes I have

11 When (in what week) would you like me to contact you personally? Indicate how and at what times
you can be reached during your internship (email, fax, phone).
It doesn’t matter for me, my working hours are between 9 and 5, VIC time (time difference is 8 hours,
for me it’s 8 hours later). Please let me know in advance when you want to contact met in order to
check my event schedule. The best thing is to call me on facetime (audio) or e-‐mail because it doesn’t
cost any money my AUS number is: +61497013492

Appendix 3: Halfway assessment form professional attitude by company

coach
Halfway assessment form professional attitude by company coach STH1E

Internship
Name of student: Charlotte Rhemrev
Class: HEMe1
Date of assessment: 15/06/2018
Name of assessor: Natalie Gard
Mark
Signature company
coach 7.6
Conditional criteria Sufficient/Insufficient Remarks
You have agreed with the company coach that an assessment must take place in the interim and at the
A
end
You have entered your own reflection on the assessment form professional attitude of the student, in
B advance, in the interim and at the end
You have discussed your own reflection with the company coach (on the basis of the assessment form
C professional attitude by the company coach)
If the conditions are not met, a '1' will be awarded.
If this assessment is retak en, the maximum mark to be awarded is a six.
Assessment criteria Mark Weighting Total

1 Internal competences, how you work within the organization Scale 1-10 Remarks
The student is part of the company. How does the student score for the internal competences mentioned below,
with regard to dealing with feedback and a professional attitude?
Professional attitude 8 1 8 Need to remember to let people know when you have completed tasks so
Open to comments from colleagues 7 1 7 they can move on with their tasks.
Quality-conscious 8 1 8
Communicative towards colleagues 7 1 7
2 External competences, how you deal with external relations Remarks
The student also has contacts with external relations. How do you interact with them? Assess on the basis of the
qualities below.
Professional attitude (external) 8 1 8 good with event guests and clients but be careful to use professional
Service-oriented attitude (courteous/hospitable) 8 1 8 language
Communicative towards customers 8 1 8
Calling card/ambassador for the organization 8 1 8
3 Personal competences Remarks
Assess the student on the basis of the competences below and indicate any points for improvements in the
Remark s section.
Attitude (general) 7 1 7 very efficient when asked to do a task but could take the initiative more in the
Has discipline 8 1 8 office with regards to projecting upcoming tasks.
Flexible 8 1 8
Creative 8 1 8
Result-oriented 8 1 8
Accepting of leadership 8 1 8
Takes initiative 7 1 7
I listen to the contribution of others 7 1 7
I ask for help on time 8 1 8
I respond in an appropriate way 8 1 8
4 Collaboration, interacting with colleagues and other departments/disciplines and external parties Remarks
Remark s section.
Balance in collaboration 8 1 8 Very friendly in the office and contributes to team moral
Able to compromise 8 1 8
Able to work in an interdisciplinary team 8 1 8
Having insight into team roles and social dynamics 8 1 8
Contributing to good atmosphere 8 1 8
Able to create an atmosphere of trust 8 1 8
Showing mutual respect 8 1 8
Promoting the team spirit 8 1 8
Contributing to sense of belonging 8 1 8
Able to give and ask for trust 8 1 8
5 Competence of convincing Remarks
Assess the stduent on the basis of your ability to convince others, your ability to deal with feedback and indicate
in the Remark s section the possible points for improvement.
Able to convey own viewpoints and ideas in an enthusiastic way 8 1 8
Able to use valid arguments 8 1 8
Critical towards myself 7 1 7
6 Self-chosen first competence Remarks
Ask the student ot enter the chosen competence and give the assessment below.
To be filled in by the student 7 2 14
7 Self-chosen second competence Remarks
Total number of points obtained 270 39 298

Appendix 4: End assessment form professional attitude by company coach

End assessment form professional attitude by company coach STH1E

Internship
Name of student: Charlotte Rhemrev
Class: HEMe1
Date of assessment: 1/08/2018
Name of assessor: Natalie Gard
Mark
Signature company
coach 8.6
Conditional criteria Sufficient/Insufficient Remarks
You have agreed with the company coach that an assessment must take place in the interim and at the
A
end
You have entered your own reflection on the assessment form professional attitude of the student, in
B advance, in the interim and at the end
You have discussed your own reflection with the company coach (on the basis of the assessment form
C professional attitude by the company coach)
If the conditions are not met, a '1' will be awarded.
If this assessment is retak en, the maximum mark to be awarded is a six.
Assessment criteria Mark Weighting Total

1 Internal competences, how you work within the organization Scale 1-10 Remarks
The student is part of the company. How does the student score for the internal competences mentioned below,
with regard to dealing with feedback and a professional attitude?
Professional attitude 9 1 9 Has a professional attitude and is conscious of producing high quality work.
Open to comments from colleagues 8 1 8
Quality-conscious 9 1 9
Communicative towards colleagues 8 1 8
2 External competences, how you deal with external relations Remarks
The student also has contacts with external relations. How do you interact with them? Assess on the basis of the
qualities below.
Professional attitude (external) 9 1 9 Charlotte is pleasant and professional with guests and clients. Communicate
Service-oriented attitude (courteous/hospitable) 9 1 9 well with all external relations
Communicative towards customers 9 1 9
Calling card/ambassador for the organization 9 1 9
3 Personal competences Remarks
Remark s section.
Attitude (general) 8 1 8 Charlotte has a good attitude overall. She is accepting of leadership and asks
Has discipline 9 1 9 for help when needed.
Flexible 9 1 9
Creative 9 1 9
Result-oriented 9 1 9
Accepting of leadership 9 1 9
Takes initiative 8 1 8
I listen to the contribution of others 8 1 8
I ask for help on time 9 1 9
I respond in an appropriate way 9 1 9
4 Collaboration, interacting with colleagues and other departments/disciplines and external parties Remarks
Remark s section.
Balance in collaboration 9 1 9 Charlotte contributes to team spirit and the general atmosphere of the office
Able to compromise 9 1 9
Able to work in an interdisciplinary team 9 1 9
Having insight into team roles and social dynamics 9 1 9
Contributing to good atmosphere 9 1 9
Able to create an atmosphere of trust 9 1 9
Showing mutual respect 9 1 9
Promoting the team spirit 9 1 9
Contributing to sense of belonging 9 1 9
Able to give and ask for trust 9 1 9
5 Competence of convincing Remarks
Assess the stduent on the basis of your ability to convince others, your ability to deal with feedback and indicate
in the Remark s section the possible points for improvement.
Able to convey own viewpoints and ideas in an enthusiastic way 9 1 9 Able to convey viewpoints enthusiastically with regards to office processes
Able to use valid arguments 9 1 9 and procedures
Critical towards myself 8 1 8
6 Self-chosen first competence Remarks
7 Self-chosen second competence Remarks
Total number of points obtained 305 39 337

Appendix 5: Before assessment form professional attitude by Student


Appendix 6: Halfway assessment form professional attitude by Student


Appendix 7: End assessment form professional attitude by Student


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2 Charlotte Rhemrev HEM1E – HHG

I choose HHG as my internship company because I have always wanted to do something

3 Charlotte Rhemrev HEM1E – HHG

Table of contents

4 Charlotte Rhemrev HEM1E – HHG

5 Charlotte Rhemrev HEM1E – HHG

Creating experiences by providing hospitality

6 Charlotte Rhemrev HEM1E – HHG

7 Charlotte Rhemrev HEM1E – HHG

8 Charlotte Rhemrev HEM1E – HHG

9 Charlotte Rhemrev HEM1E – HHG

4. The production process or realization of the services

10 Charlotte Rhemrev HEM1E – HHG

11 Charlotte Rhemrev HEM1E – HHG

12 Charlotte Rhemrev HEM1E – HHG

13 Charlotte Rhemrev HEM1E – HHG

14 Charlotte Rhemrev HEM1E – HHG

8. Statistics of the organization

15 Charlotte Rhemrev HEM1E – HHG

16 Charlotte Rhemrev HEM1E – HHG

10. Cultural differences

17 Charlotte Rhemrev HEM1E – HHG

11. Interaction with customers/guests/buyers

18 Charlotte Rhemrev HEM1E – HHG

12. External regulations

19 Charlotte Rhemrev HEM1E – HHG

13. The unique selling point of the organization

20 Charlotte Rhemrev HEM1E – HHG

14. Long term vision

21 Charlotte Rhemrev HEM1E – HHG

22 Charlotte Rhemrev HEM1E – HHG

External competences, how you deal with external relations

23 Charlotte Rhemrev HEM1E – HHG

24 Charlotte Rhemrev HEM1E – HHG

Collaboration, interacting with colleagues and other

25 Charlotte Rhemrev HEM1E – HHG

Competence of convincing

26 Charlotte Rhemrev HEM1E – HHG

Self-­‐ Chosen competences

27 Charlotte Rhemrev HEM1E – HHG

28 Charlotte Rhemrev HEM1E – HHG

29 Charlotte Rhemrev HEM1E – HHG

VIC/TAS NSW/ACT/NZ WA/SA QLD/NT

30 Charlotte Rhemrev HEM1E – HHG

31 Charlotte Rhemrev HEM1E – HHG

Appendix 3: Halfway assessment form professional attitude by company

Halfway assessment form professional attitude by company coach STH1E

Assessment criteria Mark Weighting Total

32 Charlotte Rhemrev HEM1E – HHG

End assessment form professional attitude by company coach STH1E

Assessment criteria Mark Weighting Total

33 Charlotte Rhemrev HEM1E – HHG

Appendix 5: Before assessment form professional attitude by Student

34 Charlotte Rhemrev HEM1E – HHG

Appendix 6: Halfway assessment form professional attitude by Student

35 Charlotte Rhemrev HEM1E – HHG

Appendix 7: End assessment form professional attitude by Student

36 Charlotte Rhemrev HEM1E – HHG

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Self-‐ Chosen competences