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CNI Quality Assurance Commitment

TABLE OF CONTENTS
PART 1: INTRODUCTION
PART 2: HOW WE WORK
2.1 PREPARE – Before the Consulting Service is Initiated
2.2 PROGRAM – The Consulting Phase
2.3 CONCLUSION – A Proper Ending
2.4 HOW TO MEASURE OUR WORK
PART 3: PARTNERHIP CRITERIA
PART 4 CONSULTANT CRITERIA
PART 5: CNI ETHICAL STANDARDS

PART 1: INTRODUCTION
CareerNet International (CNI) was established over 15 years ago to promote global best practice in the field of
outplacement and career transition coaching, and to ensure that the highest possible local standards are
maintained across all partner organizations. CNI is a group of individual and independent career transition
management companies who are equal shareholders in CareerNet International Ltd., a global professional
network company.
Our Quality Assurance Commitment outlines the ethical standards, the professional practice guidelines as well
as partnership criteria for all CNI partners.
CNI has a clearly defined supportive and empowering framework and conditions for assisting organizations
and individuals before, during and after career transition events – irrespective of duration and scale. This aims
to ensure that all parties within the organization; clients, managers, leavers and those who remain, experience
more positive outcomes than they would have otherwise experienced.
As a worldwide organization all CNI partners adopt best practice standards appropriate to their local markets
and all partners adhere to the CNI Quality Assurance Commitment.
Terminology:
For the purposes of this document the following terminology will apply
Client: The organization or individual engaging and paying for outplacement and career transition
services
Candidate: The individual receiving service, sponsored by their employers
Consultant: The individual engaged in delivering the service
Consulting: Refers to the career transition service such as outplacement, career counselling and career
coaching

PART 2: HOW WE WORK
– Professional Practice Guidelines
We provide services within the field of outplacement, career counselling and career coaching to individuals at
all levels within an organization, and to those with complex international career transition support needs,
including expatriates and international assignees.
We place equal focus on solid program preparation, and comprehensive program management and adopt an
outcomes-focused approach in order to reach a successful program conclusion.
2.1 PREPARE – Before the Consulting Service is Initiated
We aim to create the optimum conditions for success in the preparation phase of the consulting program.
Before any service is initiated we will clarify the expectations and needs of both the client(s) and candidate(s).
Information
It is important for us to have access to as much relevant information and material before a new program begins,
to assure successful outcomes. This will include knowledge to help us learn about the client organization
and situation, as well as any relevant information on the candidate(s) who will be receiving the consulting service.
Matching Expectations
Initially, and together with the client we match mutual expectations with respect to:
• Determining which program should be offered to the client and to the candidate
• Identifying which results and or goals we can expect to achieve with the help of a given program
• Agreeing communication and reporting requirements with the client. This should include guidelines
on the type and frequency of communication and the recipients.
• Agreeing key account management parameters and ownership, and the measurement of performance
against agreed service levels (SLAs).
• Any other issues to be taken into consideration
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Confidentiality
It is essential that the consultant working with the candidate develops a relationship based on trust and confidentiality
and the content of specific meetings and discussion between the consultant and candidate will remain
confidential. However, clients will usually expect to receive some feedback on the process and this will
be discussed with the consultant, the candidate and the client during this critical phase.
Consultant Match
We carefully select a consultant who matches the candidate’s needs on the basis of the information provided
and questions asked. Candidate – Consultant match are usually based on specific industry experience, seniority
and specialist needs.
On occasion where we establish that the ‘chemistry’ between the consultant and the candidate is not optimal,
we will endeavour to ensure that an alternative match is found. This will involve allowing candidates to meet
alternative consultants, where possible.
Contact
The consultant will contact the candidate within 72 hours and arrange an appointment for a non-binding initial
meeting within five working days, unless otherwise agreed.
Non-binding Introductory Meeting
The primary purpose of the non-binding introductory meeting is to discuss individual circumstances and objectives
along with a review of the following agenda:
• Program contents
• A description of the candidate’s and consultant’s responsibilities and commitment to making the program
a success
• Which results or goals can we expect to achieve within the framework and intentions from the program
• Confidentiality issues affecting all parties involved
• A discussion about success measures, motivation and honesty
At the end of the meeting the candidate is expected to sign an agreement, providing written consent to the
effect that the CNI partner may provide feedback to the client and that personal data can be stored in CNI
partner’s databases.
2.2 PROGRAM – The Consulting Phase
Each program is selected according to the needs and circumstances of the individual candidate.

Materials
The candidate will be offered access to a range of materials. For example, this may include books, ring binders
and/or other web-based solutions – all developed by CNI partners. These materials should be seen as a
supplement to the candidate’s consulting program and are aimed at providing the candidate with relevant
support and advice.
Program Contents
• Assessment
• Opportunities
• Action
The content of the consulting program will depend on the candidate’s needs. An individual plan is prepared
and reviewed on an ongoing basis as required.
The program is customised according to the candidate’s and client’s needs and demands, and local standards
and requirements are always taken into consideration. Although the program content and the process varies
internationally from one CNI partner to another according to country specific accepted best practices and
legal frameworks , the programs are in general based on regular individual face to face meetings, self-directed
learning, seminars, web-contact, email, and phone calls.
The content of the program can loosely be divided into the following three phases:
1. Assessment
This is a period of reflection for the candidate and will consist of an assessment of the individual’s
skill, experience, competencies and values. This phase will include a detailed discussion about the
candidate’s professional experience and a review of their skills and strengths and their attitude towards
their career transition and to moving forward.
1. Opportunities
Short-term and long-term values and goals as well as career transition targets are clarified, including
the following:
• Re-employment
• Alternative career choices
• Further education and other personal and professional development opportunities
• Starting a new business
• Self-employment support, including interim, contract and consultancy roles
• Early retirement

2. Action
Active and practical support is provided to the candidate to achieve the above objectives during the
course of the program.
Communication and Reporting
Feedback is to be provided to the client on the progress of the program as agreed during the harmonisation
stage. This will include the type and frequency of communication as may include the following:
• Frequent status reports, for example on a monthly basis, delivered via email or via customised and
secure online portals
• Telephone conversations
• Follow-up meetings at regular intervals as agreed with the client
Project and program updates are provided at an overview level with due respect to candidate confidentiality.
Feedback is ongoing and flexibly delivered in a range of formats at agreed intervals (usually monthly), albeit
that the client can always ask for as-needed status reports.
Feedback on Executive Outplacement programs, however, may vary according to the circumstances and
wishes of the client and candidate.
Support may also be provided to the candidate to help them settle into their new roles by providing onboard
support, aimed at ensuring success and impact during the initial month’s in-post.
Changes in the Program
The client will always be informed of major changes in the program such as any requested and or necessary
breaks in program delivery, the replacement of a consultant, the termination of the program, or similar.
2.3 CONCLUSION – A Proper Ending
It is important for all CNI Partner to end each program in a proper, professional and mutually beneficial manner.
Program Feedback
All CNI partners continually seek to enhance the quality of the career transition services they provide. CNI
partners will therefore seek to obtain feedback from both candidates and clients about the various aspects of
their work. Information gathered at the end of a program enables CNI partners to build even stronger working
relationships and provides insight about how to meet candidates and clients needs more effectively.
The Candidate
The program is evaluated by the candidate in writing and verbally.
The Client
The client will be informed of the result of the consulting program. The client evaluates the overall process
together with the local CNI partner and any agreements on changes for future assignments can be entered
into.
The Consulting Program
Any special circumstances connected with the program are evaluated and passed on as part of our internal
quality assurance processes.

2.4 HOW TO MEASURE OUR WORK
– Key Performance Indicators
CNI's partners adhere to a strict code of ethics. This is anchored in the need to ensure complete confidentiality
around all sensitive and personal information provided by both candidates and clients. Trust is paramount –
an essential aspect of the services we provide to our candidates and clients.
CNI partners are committed to maintaining a high degree of professionalism and integrity in all our activities
and pledge that we will serve both clients and candidates to the fullest extent of our abilities; aware at all times
of the unique dual relationship that we have with clients and candidates with whom we work with.
As we always aim to deliver the best possible support for clients and candidates, our internal quality assurance
commitment underpins all we do. Our aim is that for all career transition programs delivered our partners’
work can be measured against the following key performance indicators:
• Confidentiality
• Pledge
• Professional Practices
• Engagement
• Program Delivery
• Feedback
• Issue Resolution
• Achieving Candidate Goals
We are always delighted to agree clear and unambiguous service levels (SLAs) against the key performance
indicators (KPIs) listed above.
Confidentiality
• Information about our candidate’s is treated in confidence and is neither shared with nor passed on
to anyone body outside the CNI organization
• All sensitive, personal material is carefully handled within the bounds of client and candidate confidentiality
• We are discreet and conscientious in our communications irrespective of format
Pledge
• We always vouch for what we do
• We always respect participants’ wishes and decisions – whilst ensuring that we act as professional
‘devils advocates’ to clients; obtaining clarification around their underlying objectives, and challenging
these where we are able to propose stronger courses of action
Professional Practices
We create results based on our core professional practices:
• To make at least the same demands on ourselves as we make on others
• To do our utmost to perform our assignments satisfactorily
• To be well prepared
• To continually develop our programs and ourselves
• To help each other throughout the organization
• To always comply with agreements we enter into
• To be structured and systematic in relation to reporting to and in our ongoing contact with the client.
Contact involves a continuous refinement of expectations and regular evaluation of approach
Engagement
• All candidates are given accurate initiation instructions
• For program take-up / outreach initiatives, CNI partners will endeavour to contact the candidate
within 72 hours of receiving contact details
• The candidate is given accurate and timely information
Candidate’s Charter
• Any request made by a candidate to change their consultant will be given full consideration and will
be accommodated where deemed appropriate
• In line with the program terms candidate can access CNI offices, services support and localised CNI
online resources
• The candidate is issued with relevant materials
• Programs can be delivered in any CNI office subject to program scope and agreed support geographies
• All candidates attend their first introductory meeting with their consultants within five working days of
CNI's first contact with them, unless otherwise agreed
Feedback to Organization
• All programs are evaluated by the client and the candidate
• The client is informed of candidate settlement details and program cessation. Additionally the client is
informed of anyoutcomes in respect of all participating candidates, within the bounds of candidate
confidentiality and data protection considerations
• All communication about the performance of a program (but not the candidate’s private and personal
circumstances) is carried out in an open, straightforward manner
Issue Resolution
• CNI will respond to any issues raised and/or complaints within 1 working day
• If an issue is not resolved at local level, CNI’s Account Director will seek to resolve the issue within 2
working days, and an exception report will be made
• CNI’s local partner will visit the client to meet and discuss issues and/or complaints as requested
Achieving Candidate’s Goals
• CNI's programs are always adapted to the specific target group and its needs
• We always pay attention to the individual so that each candidate is our focus
• We aim at achieving the candidate’s objectives, including:
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�� Re-employment
�� Alternative career choices
�� Further education and other personal and professional development opportunities Starting a
new business
�� Self-employment support, including interim, contract and consultancy roles
�� Early retirement
Complaints Procedure
• CNI has agreed a code on Ethical Standards to guide its partners and those involved in delivering international
career transition services on CNI’s behalf, including outplacement, career counselling and
career coaching. This has set out what clients and candidates can expect from CNI partners
• CNI recognises that there may be occasions when the clients and candidates of its partners believe
that elements of the code have not been upheld despite all efforts being made to resolve specific issues
or complaints locally. In such an event CNI will investigate a complaint if it meets the following
criteria:
�� The complainant has first approached the local CNI partner in question and sought to resolve
the issue directly
�� It is a matter relating to professional conduct and is not being made anonymously
�� The alleged breach of the code has taken place in the last 12 months or was reported no
later than 6 months after the end of the consulting relationship
�� The complaint is made in writing and is addressed to the Account Director
• The Account Director will acknowledge receipt of the complaint within 7 working days and will outline
the process to be followed. The Account Director will consult with the relevant CNI partner to determine
the most appropriate resolution
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PART 3: PARTNERHIP CRITERIA
– How We Select Our Partners
The following criteria are to be met of all partners of CNI. The partner:
• Must be an established, financially sound corporate career transition firm with a reputation as a respected
and high-quality provider in the respective market
• Should have been in business at least for 2 years or the principals should have at least 5 years career
transition or related experience
• Should address primarily corporate clients
• Should offer outplacement services tailored to respective market needs and requirements
• Must provide an adequate on-line/ web-site presentation about programs and services also in English
language
• Must invest in state-of-the-art research technology and offer web-based facilities to candidates
• Must offer administrative/office support services, office space, phone usage and web-access as part
of their full time career transition program
• Must have stand alone offices staffed with professionals
• Offices should be located, designed and meant to host international clients and candidates
• Must be committed to CNI's goals, policies and procedures
• Should prominently and pro-actively promote CNI Partnership to clients and candidates through brochures
and web-site
• Must participate in CNI meetings and engage in the overall communication process
• Must not belong to a conflicting organization or network, defined as a marketing organization with focus
on career coaching, career counseling and outplacement activities
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PART 4 CONSULTANT CRITERIA
– How We Select, Train and Develop Our Consultants
The following criteria are to be met of all consultants of CNI:
• Our consultants are recruited on the basis of their knowledge, skills and experience, and commitment
to professional continuous development
• All consultants whether freelance or full-time employee are submitted to extensive qualifying training
which enables them to meet CNI’s high professional standards
• All of our consultants take part in continuous follow-up on their efforts, professional challenges and
results on an ongoing basis
• All of our consultants are offered professional development opportunities
• Knowledge sharing is facilitated with the help of an internal network from which CNI partners can
draw on each other's experience. This is supplemented by our virtual library which contains various
materials and information on best practices
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PART 5: CNI ETHICAL STANDARDS
Trust
CNI's partners adhere to a strict code of ethics. This is anchored in the need to ensure complete confidentiality
around all sensitive and personal information provided by both candidates and clients.
CNI cares about its clients and candidates. We never forget that our clients trust us to deliver a professional,
enabling service which enhances their reputation and raises their employer brand, and that individual candidates
trust us to help them with difficult and even traumatic career transitions.
Quality
All of CNI's programs and services feature an uncompromising emphasis on quality and on individualized
support. CNI was established with the specific concept of providing top-quality knowledge and insights into
local markets – with the added dimension of international scope for overseas planning and candidate search
support.
For CNI, quality means always treating our candidates as individuals, and strongly partnering our clients by
taking complete responsibility for those leaving the organization.
Local expertise with international scope
Candidates get the best advice related to the local job market, attuned to national needs, regulations, language
and culture. They benefit from access to the knowledge and resources of CNI consultants in companies
throughout CNI's international network. This makes CNI the ideal choice for people seeking to develop their
careers by gaining international experience. All support is provided by local experts – without exception.
Common standard of professional practice
CNI partners are committed to maintaining a high degree of professionalism and integrity in all their activities
and pledge that they will serve both client organizations and the individuals they work with to the fullest extent
of their abilities; aware at all times of the unique dual relationship that they have with clients and with candidates
with whom they work, and the need to provide the required services to each without compromising the
interests of either. This objective is supported by a regular global meeting process, involving all partners, at
least three times a year.