How Workforce Evolve is helping regional businesses strengthen inclusion, build capability and create more accessible workplaces.
Gladstone Airport Corporation (GAC) plays a vital role in connecting Central Queensland to national networks while supporting economic, tourism and community outcomes across the region. With more than 30 staff across operational and administrative roles, its workforce is essential to maintaining these connections and services.
Under the leadership of CEO Mark Cachia, GAC has demonstrated a strong commitment to continuous improvement and workforce development. Participation in the Workforce Evolve program, delivered by Business Chamber Queensland, provided a structured framework to support these efforts, with a particular focus on inclusion, accessibility and workplace culture.
The challenge
As a regional airport, GAC faces unique workforce challenges, particularly in aligning with evolving expectations around inclusion and accessibility in the workplace.
Prior to joining Workforce Evolve, Mark explained that as a regional airport, they had found it very difficult to incorporate what the larger airports were doing. “In terms of providing diversity and accessibility for people,” Mark said, “this was a really difficult challenge,” noting that the complexity extended beyond infrastructure to internal mindset and awareness.
A key barrier was cultural readiness within the organisation. “For my team, it was difficult because they couldn’t see the need to make these changes”, said Mark. This highlighted the need not only for practical tools, but also for capability-building and leadership to guide a broader organisational shift.
Although over the past two years GAC have made significant strides towards creating more accessible services for customers and community, Mark acknowledges that there were gaps within the organisation from an inclusive employment perspective, “I think that is really important about Workforce Evolve, it has allowed us to recognise what we do well and what we don’t do well, and where we can improve.”
The power of flexible support
Designed to support Queensland businesses through a flexible, multi-modal approach, Workforce Evolve combines self-paced learning, workforce coaching and practical resources to help organisations build capability in a way that works for them.
The program’s flexibility made it easier for Mark to participate while continuing to manage the day-to-day demands of airport operations. Because participation could be tailored around business priorities, “the flexibility throughout the program was excellent,” said Mark.
Access to responsive support was also a significant advantage. For regional organisations like GAC, being able to quickly ask questions and get guidance made a real difference.
“The response times were amazing… from that perspective, the accessibility was fantastic,” Mark said.
Support also extended beyond the online modules. Mark attended a business planning workshop delivered in Gladstone as part of the Workforce Evolve regional masterclass series, adding a practical, in-person element to the experience.
Embedding inclusion through workforce coaching
A standout feature of Workforce Evolve was the tailored workforce coaching and support provided throughout the program. Mark described the coaching as highly practical and valuable, noting, “The support we got was fantastic.” He also highlighted the clarity of guidance provided, saying, “Isabella was very open and honest about what we could and couldn’t do and how much we could do.”
This personalised guidance enabled the organisation to translate learning into practical action, ensuring changes were both realistic and aligned with operational constraints.
One key outcome of the coaching was the review and enhancement of organisational policies and procedures through an inclusive recruitment and retention lens. “We had an assessment done on a lot of our documentation just to make sure they were, I guess, diverse, friendly and accessible, particularly for employment,” said Mark.
This led to tangible changes in recruitment practices, including the development of an inclusive recruitment checklist. In particular, it highlighted the value of embedding an inclusion statement across relevant employment materials. “We didn’t have a diversity or inclusivity piece in there, which we now have,” Mark said, referring to the inclusion of these elements in job advertisements and employment documentation.
These improvements have strengthened the organisation’s ability to position itself as an inclusive employer of choice, while also providing a clearer framework for future workforce development.
Creating lasting change through team engagement
One of the most significant outcomes of the program was a shift in organisational mindset, particularly within operational teams.
Mark found Module 5: Prepare Your Workforce to be particularly relevant to GAC’s context, with the content supporting him to lead collaborative change, “the Workforce Evolve modules taught me to coach and mentor my team, to help them understand why we are doing the things that we’re doing and that times are changing and we have to be more inclusive.”
Rather than imposing change, Mark focused on engaging his team in the process, encouraging open discussion and problem-solving. Mark explained, “you have got to bring your staff with you on that journey.”
Over time, this approach has resulted in increased awareness and ownership within the team, “autonomously the team thinks, ‘Hang on, is that okay? Is that including people?’” Mark said.
The program also encouraged a more reflective leadership style, with the training helping Mark to, “open my ears, listen and watch,” an approach that is now embedded across the organisation.
Driving lasting impact
Workforce Evolve delivered both timely and transformative value for GAC, enabling a clear shift in organisational capability and mindset. Helping align existing efforts into a cohesive approach, participating “came in at the right time, being the last piece of the puzzle,” Mark said. It provided a structured opportunity to assess performance, allowing the organisation to recognise strengths while identifying areas for improvement. This process was both constructive and motivating, strengthening confidence in the organisation’s future direction and long-term success.
Beyond internal impact, the program also highlighted broader community benefits that inclusive employment creates. By supporting meaningful opportunities, inclusive employment offers individuals “the freedom, the flexibility, and… the confidence to be able to go out and meaningfully work,” said Mark.
He sees Workforce Evolve as highly relevant across the regional business landscape, from small enterprises to large organisations. Ultimately, the focus is not on recognition, but on meaningful progress: “we just want to be compliant, “said Mark, “we want to be able to help people.”
An ongoing journey
Through the program, GAC has strengthened its workforce capability, embedded more inclusive practices and fostered a cultural shift in how it approaches diversity and accessibility. Workforce Evolve has provided them with the tools and confidence to take meaningful steps toward a more inclusive and future-ready workforce.
While the journey is ongoing, GAC has a strong foundation in place and is well positioned to continue building a workforce that supports both organisational success and community impact. “We’ve just got to take small steps,” said Mark.
