InterServe Newsletter A4

REDEFINING THE FUTURE FOR 

PEOPLE AND PLACES THROUGH 

REALISING PEOPLE’S POTENTIAL 

AND DELIVERING ECONOMIC 

GROWTH 

THE ILE VOICE 

edition 01

Do the 

right thing 

Message from 

Shaun Adams 

“As I look at the growth made over 2016, and 

since our inception, I am extremely proud 

of what we have achieved, and even more 

excited about our outlook for an equally 

promising future. For that, my sincere 

appreciation towards everyone’s effort and 

hard-work in the transition we’ve made. 

We have successfully transitioned from an 

international provider as part of the CoE 

colleges, to being one of their biggest and 

most trusted partners, garnering students and 

trainees from across the nation, adding to our 

staff and employee database from different 

countries, while earning our clients’ trust 

along the way. 

It is satisfying to know that we are able to 

help redefine the future of these young Saudi 

men and women, and play a pivotal role in 

building the strategic blueprints that will 

enable them to enter into a rapidly challenging 

labor market, and helping them become workready, 

mature and multi-talented along the 

way. Our brand name, and the quality of our 

service to our students, trainees and partners, 

will continue to be the hallmark by which 

we measure our performance, and with an 

expanding and referenceable client list, we 

are held to the highest standards of quality by 

them and by ourselves within the Interserve 

PLC. 

Without emphasizing further on the higher 

goals set for 2017, I look forward to an even 

more committed and remarkable performance 

from all of us at ILE.” 

Shaun Adams 

Chief Operating Officer. 

2 | newsletter ile-gcc.com ILE_GCC 

newsletter | 3

Our team 

Martyn Fribbens 

Program & Mobilisation Director 

Managing the mobilisation of 

new ventures within ILE. 

Martin Blunt 

Director of Education 

Managing and overseeing 

education, development 

and curriculum. 

Simon Plummer 

Director of Operations 


HR, IT and Operations. 

Simon Cotton 

Director of Quality 

Quality Assurance and improvement 

of all ILE colleges. 

Abbas Almas 

Head of Marketing, Communication & 

Stakeholder Engagement 

Managing and maintaining client 

relationships, main point of contact for ILE 

and marketing the ILE brand across GCC. 

Shaun Adams 

Chief Operating Officer 

Managing and overseeing all of ILE-GCC. 

Sohail Zafar 

Finance Director 


operations of Finance. 


newsletter | 5

Past, 

Present & 

Future 

ILE Al Khobar Female College 

2000 trainees 

ILE Al Quwayiyah Female College 

200 trainees 

ILE Al Quwayiyah Male College 

150 trainees 

ITQAN Institute 

1000 trainees 

future 

Al Ahsa Technical 

College – 1000 

trainees 

Short courses for 

Ministry of Health 

1000 trainees 

Teacher Training 

College in Riyadh 

ILE Jazan Male College 

470 trainees 

ILE Al Khobar 

Female College 

400 trainees 

ILE Al Quwayiyah 


150 trainees 

ILE Al Quwayiyah 

Male College 

150 trainees 


300 trainees 

ILE Jazan Male 

College 

350 trainees 

2016 

2017 

ILE Al Khobar 


2000 trainees 

ILE Al Quwayiyah Female College 

200 trainees 

ILE Al Quwayiyah Male College 

150 trainees 

2015 


1400 trainees 

2014 

ILE Jazan Male College 

1000 trainees 

Year 2015 2016 2017 (forecast) 

Revenue SAR 62 million SAR 98 million SAR 177 million 

Year Ended with 

Enrolled Students/ 

Trainees 

Funded Students/ 

Trainees 

SAR (34 million) 

55% loss 

SAR 0 million 

breakeven 

SAR 9 million 

5% profit 

2110 3600 4830 

1562 

74% of enrolled 

2711 


4056 



newsletter | 7

The roadshow went to each of the colleges over 

a 1-week period in mid-January. Firstly, the 

directors met with the college management to 

discuss progress and planning for the college 

and to discuss some of the major issues raised 

in the feedback. Then the directors met all of 

the staff to give a presentation on a variety of 

topics, designed to inform staff and to advise 

them that we were taking their feedback 

seriously. In Al Quwayiyah and Jazan we were 

also fortunate enough to be able to hear from 

Yvonne Thomas (our Managing Director) and 

Paul Hepburn (our Commercial Director) who 

were visiting from the UK. 

Each session ended with an open forum which 

varying degrees of involvement. Taking that 

feedback and the survey results, we have 

identified some issues that we as directors 

will address at our weekly Senior Management 

Team meetings. The responses to the survey 

have been published on SharePoint as have the 

responses to the main issues raised at each 

college. 

Don’t worry if you were unable to let us know 

your opinion or great idea. We have published on 

SharePoint all of the directors’ contact details and 

you are welcome to contact us. As the directors 

SMT meeting addresses each of the main issues 

raised, updates on progress will be published in 

this newsletter. And, of course, we will be holding 

another roadshow in early October to present on 

how far we have travelled and to address any new 

concerns that might have arisen. 

ROADSHOW 

In September 2016, Interserve held its annual 

survey “Everyone has a Voice”. This survey 

is across the entire 85,000 Interserve staff 

worldwide. In our particular corner there 

were several issues raised which the directors 

of ILE in KSA took on board. It was clear 

that communication, both up and down the 

organisation, was inadequate so the first thing we 

decided to do was to get out and talk to people. 

The concept of the Roadshow for born, to enable 

the directors to meet the team and directly 

address some of your issues. 

To test the waters, each of the areas where the 

company scored poorly needed to be understood 

in more detail. An anonymous survey (and yes, 

it was entirely anonymous, despite the fears of 

some) enabled us to ask more open questions 

relating to the key areas of Communications, 

Environment, Development, Benefits, Heath & 

Safety, Accommodation and Job Satisfaction. 

Communication 

Development 

Work Environment 

Job Benefits 

Job Satisfaction 


newsletter | 9

Getting Ready for 

the Institutional 

Reviews (IRs) 

Institutional 

Reviews DateS 

ITQAN 19 March 2017 

Jazan 26 March 2017 

Khobar 23 April 2017 

Al Quwayiyah Female 30 April 2017 

Al Quwayiyah Male 21 May 2017 

We are pleased that the preparations for the impending IRs 

are gaining momentum. Each College has been furnished with 

a range of support materials to help managers and faculty to 

achieve a state of ‘review readiness’. If you haven’t’ received 

any information, your manager will be in touch shortly. IR 

Readiness training will also be available. 

We will continue to share further updates, but please do not hesitate to contact 

Simon Cotton or your college leadership team if you have any questions or would 

like to find out more information. 

Whilst it’s important we focus on the areas in need of 

improvement, we should remember any review is an opportunity 

to showcase all our areas of strength. 

Whether delivering an induction, classroom-based learning, a 

progress review or an assessment, we need to think carefully 

about the impact our work has on students. To help with this, 

consider the following statements over the coming weeks: 

As a result of my intervention, it has: 

• Enabled students to ……………… 

• Resulted in students …………….. 

• Provided students with…………. 

• Supported students to……………. 

• Improved students’ knowledge and understanding 

of………………. 

These are just examples that can help! 


newsletter | 11

The HR Journey 

Every journey starts with a first step and in the 

case of reforming the Human Resources Team 

this first step has been to define the employee 

journey. It was important for that journey to be 

defined by the existing team members, in an open 

forum, where they could begin to gain a better 

understanding of how the role that they play, as 

an individual, contributes and impacts on their 

colleagues and other processes. The defined 

journey will now be used to structure a range of 

other activities that will “test” the journey and 

ensure that the tasks, documents and policies 

that contribute to each of the P-R-I-O-R-I-T-I-S-E 

stages are fit for the future scale of Interserve 

Learning and Employment. 

THE HUMAN 

RESOURCES JOURNEY 

RECRUITMENT 

FLOWS 

Staff 

Recruitment 

I recently circulated the Refer a Friend scheme and the 

response, already, has been really encouraging. I am 

confident this will lead to a number of talented staff 

joining the organisation but sadly I am aware that the 

second trimester may see staff shortages in some sites 

and subjects. I am aware of the impact that is having 

on staff contact hours and, simply, it’s not good enough. 

Whilst defining the HR Journey I was keen to introduce 

a clearer understanding of time and, in particular, 

realistic periods to undertake a professional search and 

recruitment process that maximises the opportunity for 

us to identify the highest quality staff. 

The HR Journey moving forward will now embed clearer 

expectations during the (P)lanning Staffing Needs 

phase to ensure that we are able to meet staffing level 

requirements during the peak expansion periods at the 

start of each Trimester. 

P 

R 

I 

O 

R 

I 

T 

I 

S 

E 

PLANNING STAFFING NEEDS 

RECRUITING TO VACANCIES 

INFORMATION GATHERING 

ONBOARDING TO COMPANY 

REVIEWING PERFORMANCE 

INTERACTING AND SUPPORTING 

TRAINING AND DEVELOPING 

INITIATING CONTRACT REVIEW 

SERVICING RETAINING AND EXITING STAFF 

ENGAGING IN WORKFORCE PLANNING 

P 

R 

I 

O 

R 

I 

T 

I 

S 

E 

ONGOING 

1 MONTH 

1 MONTH 

3 MONTHS 

9 MONTHS 

ONGOING 

Jan-17 

Feb-17 

Mar-17 

Apr-17 

May-17 

Jun-17 

Jul-17 

Aug-17 

Sep-17 

Oct-17 

Nov-17 

Dec-17 

Jan-18 

Feb-18 

Mar-18 

Apr-18 

May-18 

Jun-18 

Jul-18 

Aug-18 

Sep-18 

Oct-18 

Nov-18 

Dec-18 

Jan-19 

Feb-19 

Mar-19 

Apr-19 

May-19 

Jun-19 

Jul-19 

Aug-19 

2017-2018 

SEMESTER 

ONE 

2017-2018 

SEMESTER TWO 

2018-2019 

SEMESTER ONE 

2018-2019 

SEMESTER TWO 

Communicating 

with Operational 

Support Services 

Departments 

Just a reminder that faults, queries, suggestions and complaints are most effectively 

monitored and managed when they are directed through the appropriate email address. 

These inboxes are monitored daily. 

Human Resources 

HRSS@esgsa.com 

visas@esgsa.com 

payroll@esgsa.com 

Facilities Management 

FM_ALK@esgsa.com 

FM_ALQ@esgsa.com 

FM_ALJ@esgsa.com 

FM_ITQAN@esgsa.com 

IT 

servicedesk@esgsa.com (AlK & AlQ) 

servicedeskJAZAN@esgsa.com 

servicedeskITQAN@esgsa.com 

Health & Safety 

healthandsafetyreporting@esgsa.com 


newsletter | 13

Our Out & Abouts 

8th Saudi Technical 

Conference & Exhibition 

(STCEX) 

Gloworks 2016 

Trainees on their On 

Job Training (OJT) 


newsletter | 15

ILE’s Grand Prix 

Bahrain 

As you are all aware, we launched our 

1st raffle draw competition, and what a 

competition it is! 

A 1 day VIP pass in the ILE corporate box at 

the Bahrain International Circuit to watch 

the Formula 1 race, live from one of the best 

seats and views in the entire circuit, with 

unlimited fun, food and refreshments. And 

you can also attend the after-party which 

features an act by a top global performer. 

The event is to be held on the 14th, 15th and 

16th of April 2017. 

Rule are very simple – and you only need to 

respond to our corporate support email with 

the dates you wish to put your name for the 

draw. 

Entry pass to the circuit and the corporate 

box is on us – travel and accommodation 

arrangements are on you, so make sure that 

you do all your arrangements should you win. 

Good luck everyone - 

Ready, Set, Go! 


newsletter | 17

February 

Celebrants! 

Here are some of the 

distinctive characteristics 

of a person who is born in 

February! 

Frankness 

Originality 

Mystery 

Innovation 

Uniqueness 

Well power 

Devotion 

Philanthropy 

The warmest 

birthday wishes 

to our inspiring 

coworkers! 

Abdulaziz Moafa 

Alia Abuzayed 

Amal Coad 

Arshad Ahmed 

Carmella Payne 

Christopher Mac Uait 

Edwin Boyce 

Fakhri Al Ramadhan 

Hope Aguilar 

Ian Haines 

Jason Camacho 

karam Shaaban Ahmed Ahmed 

Khaled Ibrahim Baradieh 

Khawlah Bin Humaimel 

lee Lepper 

Luul Jama 

Miaad Bin Huwaymil 

Mohammed Al Malak 

Mohammed Abdullah Ali Al-Qadhi 

Niamh O’Connor 

Richard Gordon 

Samina Attan 

Scott Aaron Lancaster 

Shannon Diane Woods 

Shiraz Khan 

Sophia Khan 

Wael Galal 

09/Feb 

27/Feb 

20/Feb 

18/Feb 

11/Feb 

16/Feb 

24/Feb 

22/Feb 

01/Feb 

21/Feb 

28/Feb 

09/Feb 

23/Feb 

17/Feb 

04/Feb 

05/Feb 

25/Feb 

10/Feb 

16/Feb 

19/Feb 

23/Feb 

19/Feb 

26/Feb 

23/Feb 

07/Feb 

20/Feb 

26/Feb 


newsletter | 19

health and 

safety GUIDE 

Employers Liability Insurance Certificates 

Are available to Line Managers should you wish toview them. 

However Interserve is fully insured for Public and Employee 

liability. 

Work Safe, Go Home Safe 

Interserve is committed to keeping you, our employee, safe 

whilst carrying out your work activities. There are a set of 

Policies and Procedures that are used throughout Interserve 

to ensure that you Work Safe and Go Home Safe at the end of 

your shift. 

Core policies and procedures 

Core policies set out the mandatory requirements with which 

those working in Interserve Healthcare must comply. The 

policies ensure our commitment to Health & Safety is made a 

reality each day. 

For all out Policies and Procedures please contact your Line 

Manager or HSE Rep. 

Accident Reporting 

Your Line Manager must be informed as soon as possible if you 

suffer personal injury or illness in the course of your work 

where that injury or illness requires medical treatment. 

You must still inform your Line Manager of any minor 

injuries or illnesses not requiring such treatment or personal 

conditions that may affect your work. 

Reporting Hazards and Near Misses 

Hazards are things that have the possibility of causing harm 

or injury, for example a broken item 

of equipment. Near misses are things 

that happened that came very close to 

causing harm or injury. You must report 

any hazards or near misses that you see 

whilst at work. 

Reporting can help us prevent you or one of your colleagues 

having an accident in the future! If in doubt contact your 

HSE Rep immediately. Your Line Manager will act upon every 

hazard and near miss reported. 

Risk Assessments 

A risk assessment is an 

important step in protecting 

you. It is simply a careful 

examination of what, in your 

work, could cause harm to 

people, so that we can decide 

whether you have taken enough 

precautions or should do more 

to prevent accidents and ill 

health. It’s very important 

that you undertake a Risk 

Assessments for your job 

activities and understand all your hazards and the things we 

have asked you to do to control those hazards. 

Always ensure you have access to your Risk 

Assessments at work in case you need to read them 

again. If this is not the case please inform your Line Manager. 

Reporting can help us prevent you or one of your 

colleagues having an accident in the future! Your Branch 

Manager will act upon every hazard and near miss 

reported. 

First Aid 

Make sure you know the first aid procedures where you are 

working. 

If you have an accident and 

require first aid you should 

attend the Medic, a Minor 

Injuries unit/Walk-in Centre or, 

if it is more serious, Accident & 

Emergency. You should ask for 

an ambulance to be called if 

you are too injured or ill to look 

after yourself. 

Report all injuries in line with the incident reporting policy. 

Control of Substances Hazardous to Health 

(COSHH) 

Sometimes you may need to use products for work that will 

have warning labels on them and need to be used in a certain 

way to avoid injury and ill health. 

You should always follow the instructions on any COSHH 

Assessments relevant to the clients you provide care to, to 

make sure you use a substance safely. 

So…Remember! 

We need your help to improve the safety performance even 

further: 

Make sure your own behavior is correct 

• Never walk past unsafe behavior, always challenge it 

• Report Incidents, Accident, Near Misses and Hazards 

• Read and follow Instructions and Guidelines 

Lone Working 

As an employee of Interserve you may be asked to work by 

yourself without supervision. Follow local procedures or 

contact your line manager if you are unsure. 

Make sure you have read the fire evacuation plan 

environment which feels unsafe. 

NEVER engage in an argument or rising tempers, stay calm and 

get out. for the place where you work. If you are under threat 

you must protect yourself first. 

NEVER stay in an environment which feels unsafe. 

NEVER engage in an argument or rising tempers, stay calm and 

get out. 

Manual Handling 

Never undertake a manual handling procedure unless you have 

been properly trained to do so. Ensure you check all manual 

handling equipment before you use it to ensure it is not 

broken or work in any way Read and follow risk assessments in 

relation to manual handling. 

When lifting heavy objects : 

Stop and think 

Do not twist or stoop 

place 

load in 

final 

position 

Feet position 

Palma grip: Elbows in, eyes on horizon, straight 

back,lift with your legs and move load slowly up 

your body 

Slips, Trips and Falls 

Always keep your eyes open for anything 

you could slip on or trip over. If there is 

anything you can’t deal with report it 

immediately to your Line Manager. 

You should make sure your work area 

is tidy. Clean up spillages and excess 

water immediately and place wet floor 

signs out where they can be seen. 

If you need to use a step ladder make sure it has been 

inspected is in good condition, and trained to use it. 

Electrical Safety 

You should ensure that electrical equipment is fit for purpose 

and safe to use. 

Electrical equipment supplied by your work place should be fit 

for purpose, fit for used and always serviceable. 

You should also check your electrical equipment before use to 

make sure that it is in good working order. This is especially 

the case in client’s homes when using their own personal 

equipment such as kettles. If you think your equipment is not 

safe or does not work inform your Line Manager. Report any 

incidents involving electrical equipment to your Line Manager 

and HSE Rep. 

Environmental 

There are some simple things that you can do to 

minimize our impact upon the environment. Turn off lights 

when they are not needed. Use as little water as possible, only 

use what you need! Only use what paper you need and try not 

to be wasteful Use any equipment supplied carefully to avoid 

waste and the need for repairs. 

Fire Safety 

If you work in an establishment with any fire or smoke alarms/ 

detectors you must ensure you understand the fire policy and 

follow those instructions. In College you must be aware of the 

fire evacuation plan and follow it. If fire or smoke is detected 

CALL THE CIVIL DEFENSE STRAIGHT AWAY using 998! 

Report any such incidents to your Line Manager. 

Confidentiality 

Our clients have the legal right to confidentiality, so 

remember: 

Do not discuss the happenings of work with anyone outside of 

work, this includes family and friends Keep any records safe 

and secure and follow the policy about storage and transport. 

If any records go missing report it immediately Do not allow 

other people to see records without checking with your Line 

Manager first. 

Safeguarding 

Remember the signs of abuse and report anything 

unusual to your Line Manager. 

Keeping people safe is our top priority so never ignore 

something you see or are told. 

Remember that it is a team effort it is everyone’s 

responsibility to things safely and correctly. 

Customer Care 

As an employee of Interserve you will be playing a major 

part in helping us to DELIGHT OUR CUSTOMERS! You will be 

representing the company so remember: be courteous at all 

times! 

Do your best every day and show our customers that you are 

passionate about what you do. If someone is unhappy, for 

whatever reason, make sure you contact your line manager 

immediately. - Act responsibly at all times. 

20 | newsletter ile-gcc.com 

ILE_GCC 

newsletter | 21

إنا هلل وإنا اليه راجعون 

inna Le-allah wa 

ilaeyhi rajioun 

It is with heavy hearts that we convey the sad news of the death of Mr. Ayub Qureshi, one of 

our colleagues and teachers in ITQAN, after falling ill on his way back to home from work. 

Our hearts and prayers go out to his family in these difficult times. 


newsletter | 23

Ambitions for 2016/17 

Not resting on our laurels, in 2016/17 we continue to invest in our plans for ongoing 

progression and improvement. 

Our plans are focused on: 

▪ 

▪ 

▪ 

▪ 

Maintaining a positive trend for our achievement rates across all sectors and 

qualifications 

Adapting fully to apprenticeship reform, developing our offer for large, levypaying 

employers, transitioning from frameworks to standards and helping smaller 

businesses get better value from their workforce training 

Embedding the new programmes launched in early 2017, matching regional skills 

needs with new learner and employer opportunities 

Improving the transition rates for our existing learners into higher level 

qualifications, providing additional support, advice & guidance as new learning 

opportunities are explored 

Hope you have enjoyed the first edition of THE ILE VOICE. 

As you know, you have a VOICE, and we would be delighted 

to read your feedback on ways we can improve the 

upcoming editions. 

Not only that! If you want to contribute to the newsletter, 

you can submit your piece via marketing@esgsa.com. 

Thanking you in advance. 

LEARNING-EMPLOYMENT.COM 

24 | newsletter ile-gcc.com

InterServe Newsletter A4

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