The CEO Series: Q&A with Danielle Ballantine, CEO at Your Side

Liska Turner • Jul 01, 2019

The CEO Series: Leadership Observations From The Front Line


Interviews with CEOs from the For-Purpose sector with Liska Turner.


For-Purpose leaders are as diverse as the organisations that they lead. Every couple of months I sit down with a CEO where they share their experiences and thoughts on leading a for-purpose organisation. This month I had the pleasure of talking to Danielle Ballantine, CEO at Your Side.

Danielle Ballantine, CEO at Your Side

Danielle Ballantine is the CEO of Your Side Australia, a leading provider of support services throughout Sydney. Our unique model of care reduces the burden of coordinating care, saving families 200 hours a year. We give people 5.2 work weeks back in their lives.


Your Side Australia embarked on a significant transformation journey 4 years ago. We recognised that in order to remain true to our purpose, while respecting our history, we still needed to change. In a short time, we have grown our services from 6 to 30, and a 400% increase in hours of care delivered, resulting in a 340% increase in revenue.As the universal provider of care, I get the fortunate opportunity to lead an amazing team who are devoted to great service for carers, people with disability and older people.  


CEOs lead from the front. What are the most important decisions you make as a leader of your organisation? 


CEO’s lead from the front, but also from behind and the side. You need to be situational and at times, this means walking alongside your people; encouraging them to lead while you provide support.


It’s also in the day to day decisions that you make. The priority you allocate to different tasks.  The role can be demanding, and at times, it can feel as though all of your stakeholders need something from you.  Being clear on your purpose and priorities first and foremost are critical.  But if I had to pick the big decisions, it is around client service; their safety, the quality of their service and right now, growing our unique business model.  


What is your best habit? 


Sleeping in on a Sunday morning.  I’ve perfected rest.  Seriously though, it’s “discipline and consistency”.  A mentor once told me that the role of a leader was to be consistent, and this really resonated with me.  Disciplined and consistent behaviours are important in any business and with any team. Your people look for a level of consistent behaviour and a level of predictability. This gives them surety and safety.  It also reaffirms to people that the direction is clear, for you and for them.


I also value spontaneity and the ability to pivot, when it’s right.  Discipline isn’t about rigidity, rather discipline within a framework assures people why pivoting in the business is required.    


Culture is fundamental to organisational success. How do you help new employees understand the culture of your organisation? 


For me, culture is the way you do things around here. It sets behaviour, attitude and relationships. I often talk about “defending our culture”.  Your Side is a great place to work, because of the people.


To bring new people into our culture, I have a one-to-one meeting with all new employees in their first week here. It’s a casual opportunity to get to know them and them me. We talk about professional passions and what brings us to this sector. With this mutual understanding, we get to know each other’s drivers. They can make informed decisions around being aligned with our business objectives.


We do a lot of laughing. I do the loudest and the most. It’s okay to relax and be yourself here at Your Side. It can be a stressful job and laughter is our outlet.


We also eat a lot. Everything happens around food and again I love that! Sharing bread together. We celebrate every cultural day that exists. We have a very diverse workforce here, so we try to celebrate religious and cultural holidays that our people celebrate at home. I find that people are more open and relaxed when eating together.


I also hold myself accountable to the team. I present our performance, each month to the team. This is my way of saying I am as accountable to them as they are to me. I talk openly with the executive team about what is required of my role and how it impacts on their role. I personally take accountability for the performance of the organisation as a collective. The whole is greater than its parts. 


No business operates in isolation. When you are considering partnering with another person or business, what factors are deal-breakers for you? 


Our business success relies on our partners and our relationship with them.  If values are incongruent or direction misaligned it is not a good partnership. I am unforgiving about poor quality of work. Our client’s safety and quality of service provided to them is integral and paramount to our business. They have to deliver as if they are us.


As an organisation we are collaborative so if a partner becomes demanding, bossy and win at all costs then that does not work for us.  We come to every relationship with the genuine intent to work together.  I am transparent and upfront with our partners about our organisation, our performance and our direction, and I expect this honesty to be reciprocated.


Of course, there is also the need to pass standard probity checks and due diligence.  


Succession planning is key to building a sustainable organisation. How do you choose who to promote? 


I have a defined succession planning matrix built into each key role’s position description and score an internal potential against it. It helps me determine if a promotion is a possibility. Sometimes I need to go external, thinking ahead but then there are those roles where I can see the gaps and opportunities for development.


I come from a defence force family. The defence force builds capacity and strength. Each person trains to be able to do the role 2 ranks above their own so that if your commanding officer is lost, there is always someone trained, who can step in. I like building that depth of strength even if there is no evident promotion or opportunity. If there are no opportunities in the short term, people may leave and then boomerang back with their new experience. I did it in two different organisations and it was really valuable for all parties. 


Where do you draw your support and inspiration from as a leader? 


Both my grandmothers were very strong and resilient women. I respect this resilience and wisdom. They both supported their families through difficult times.


In a professional context, I have been incredibly fortunate to work with leaders who are strong ideologically and lead with purpose. In particular, Therese Rein at Ingeus. Therese set a really great example of feminine leadership. She balanced the soft skills of empathy, communication, understanding the customer and their experience with the hard skills of finance, systems and processes. She successfully managed the 2 tensions and built a business where she was incredibly respected.


All her communication was lead by purpose. This included her written communication as well as her actions. Relationships were important to her. She remembered your name. She was a very good role model of how to be a feminine leader but did it without compromising systems, structure and accountability.


I think it is important for girls and women to see positive feminine role models in today's workforce. As for support, it sounds a bit cheesy but it’s my husband. He is my biggest cheerleader. He tackles my imposter syndrome and then lists my strengths one by one. He listens to me and helps workshop my ideas. He never says no to anything. He stands alongside me and is always encouraging.


And then there is the board. I took them on the journey of change and the Chair also helped me see beyond what I could see. Without the support of the Chair, the CEO could be crippled especially on a transformation journey, and the leap of faith we had to take.  My Chair is great at checking in and giving me honest and direct feedback.  


The role of the CEO is quite unique. What advice would you give someone going into a CEO leadership role for the first time? 


Four things.Firstly, get a mentor who will walk beside you as you navigate your new board, strategic direction and organisational nuances.


Secondly, respect the wisdom of your people even if you are looking to change. Your people and customers know best. Understand them before you enact any change. Allow people to feel respected and heard even as you move along the change and you will learn a lot. This can be a tricky balance especially if the board is pushing for change.


Thirdly, set the tone quickly. Let them know what you do and don’t stand for. They are just as nervous as you. They are looking for an indication on how to behave. Find a human connection.


Finally, set a 100-day plan. Publish it to the board and your people. Set 3 or 4 goals and then double down on it. Build trust by doing what you say you are going to do. 


What leadership decision are you most proud of? 


I can’t come up with just one single decision to be proud of. It’s rather that when faced with a leadership challenge I am most proud of being able to make the hard or unpopular decision. It’s not always about the decision, but the process of reaching a decision that requires grit, strength and resilience. I’m probably proud of having the strength and resilience to get to the decision.  


You can connect with Danielle and Your Side at:


Facebook- https://www.facebook.com/yoursideaus/


Danielle's LinkedIn - https://www.linkedin.com/in/danielleballantine/


LinkedIn - https://www.linkedin.com/company/yoursideaustralia/ 


Share This blog

Recent Articles

By Veronica Johns 19 Mar, 2024
Learn with Sue - Walk and Talk with Nikki Beaumont, CEO and Founder of Beaumont People Our very own CEO, Nikki Beaumont, was featured on the latest episode of "Learn with Sue - Walk and Talk" podcast hosted by Sue Langley! In this insightful episode, Nikki delves into the roots of Beaumont People, sharing invaluable advice for recruiters embarking on their entrepreneurial journey. She discusses the importance of staying people-focused and align with core values, providing listeners with strategies to maintain a human-centric approach in the fast-paced world of recruitment. Tune in to hear Nikki's journey, learnings, and how Beaumont People has evolved over the years. Don't miss out on this enriching conversation filled with wisdom and inspiration! Click here to listen to the full episode.
By Veronica Johns 14 Dec, 2023
Transforming Leaders: Recipients Announced for "Let Them Know It's Christmas" Giveaway In the spirit of festive generosity, the "Let Them Know It's Christmas" Scholarship Giveaway concluded with tremendous success as we proudly announce the deserving recipients of a LEAD scholarship. This initiative aimed to spread joy and support future leaders. The organisations awarded scholarships are: AlphaSys Bangarra Dance Theatre Black Dog Institute CASPA CCNB CEDA (Committee for Economic Development of Australia) Diabetes Victoria HeartKids Human Nature LifeBridge Momentum Collective NDS Raise Foundation Red Kite Royal Australian and New Zealand College of Ophthalmologists (RANZCO) Royal Far West Second Bite Spinal Cord Injuries Australia Story Factory. We extend our heartfelt congratulations to the exceptional recipients of these scholarships. Our team takes immense pride in the opportunity to support a diverse and inspiring group of individuals with our LEAD scholarships. The applications we received were nothing short of extraordinary, showcasing profound passion and generosity from team leaders to their team. The dedication and enthusiasm displayed by all applicants made the selection process a truly challenging task for our team. We are proud as an organisation to be part of the leadership journey for all the recipients, and we eagerly anticipate witnessing the profound impact these scholarships will have on them personally, and professionally.
By Sally Sheperd 22 Nov, 2023
FIA Conference 2024 Guest blog by Sally Shepherd, Executive Manager Membership and Marketing - Fundraising Institute Australia. FIA Conference 2024 is the meeting ground of curiosity and creativity, empathy and action. Fundraisers from across the country bring their passion for change to this event to develop their skills, innovate, share and be inspired to increase their impact further. It attracts leaders, managers and specialist fundraisers alike, with sessions to suit all levels of expertise and fundraising experience. The conference features plenary sessions, masterclasses, international keynote speakers and over 100 local experts and Australia’s largest fundraising exhibition of companies dedicated to supporting the for-purpose sector. The Role of the CEO in Fundraising Excellence This year’s program features a leadership track for emerging and embedded leaders with individual speakers from charities and supplier organisations and several expert panels to address key issues including: Leading Through Fire; Building Trust The Importance of Overheads, and Behaviours for High Impact Leadership. One of the keynotes speakers, Usha Menon, says, ‘ Show me an organisation where fundraising thrives, and I will show you an organisation where the CEO leads and sustains a culture where every stakeholder believes in resourcing the mission .’ Her masterclass will unlock the power of leadership in fundraising excellence and show how it can be the catalyst for change. Usha will explain how essential effective leadership is for driving engagement, performance, and organisational success. The role of the CEO in fundraising excellence is that of the strategist and its Chief Ecosystem Officer, to drive this success. This session will delve into the mindset required to deliver fundraising excellence, breaking down the psychological barriers that could potentially be holding an organisation back. It will provide practical tools designed for CEOs, Senior Management, and Board Members, including frameworks for fundraising evaluation and decision-making. Delegates will share and compare goals and related strategies with like-minded leaders moving from insights to actionable plans needed for fundraising to not only survive but thrive.
By Bree Lavis 16 Aug, 2023
Supercharge Your Business: The Secret to Seamless Seasons in the Australian Market Picture this: the hustle and bustle of a busy season, the phones ringing off the hook, and a flood of customer inquiries coming your way. As a business operating in Australia, delivering top-notch customer service is at the heart of your success. So, how can you conquer those peak periods and maintain an exceptional experience for your customers? The answer lies in the power of Temporary Hiring. In this article, we'll uncover how embracing these temporary superheroes can help businesses like yours navigate the ups and downs of the Australian market, ensuring a smooth ride during the busiest seasons. Ride the Waves with Flexibility Just like our stunning Aussie beaches, business demand can have its ups and downs. But fear not! Hiring temporary Customer Services Representatives allows you to ride the waves of fluctuating customer inquiries with ease. These superheroes of customer service provide the flexibility you need to scale up your workforce when the storm hits. By doing so, you can ensure that every customer receives the attention they deserve, without sacrificing service quality. With the ability to adapt on the fly, you'll be ready to conquer even the busiest of seasons. Unlock the Local Know-How Australia is a diverse and multicultural nation, and your customers come from all walks of life. When it comes to providing exceptional service, understanding the local landscape is key. That's where hiring temporary customer service representatives with their local know-how shine. These Customer Service heroes bring an understanding of the Australian market, its culture, and its nuances. They have a keen sense of the local preferences and customs, allowing them to effortlessly navigate the demands of your customers, no matter their background. By tapping into their local expertise, you'll ensure a customer experience that fosters a genuine connection and resonates with the diverse range of individuals in our wonderful nation. Win the Game of Efficiency In business, every dollar counts, especially during those peak seasons. Hiring temporary Customer Services Representatives is a cost-effective strategy that keeps your budget in check. Rather than permanently expanding your workforce, you can bring in the workforce you need on a temporary basis who have all the skills required to support your customers. This approach helps you optimise your resources, keeping your operation lean and efficient. It's like finding the winning move in a game of chess – strategic and impactful. By embracing temporary staffing, you'll ensure your business is agile and ready to conquer the busiest times without breaking the bank. Team Up with Recruitment Experts Finding the right temporary staff can sometimes feel like searching for a needle in a haystack. But fret not, for there are recruitment agencies ready to lend a helping hand. Beaumont People specialise in finding talented professionals who fit your needs like a glove. We have the inside scoop, the secret contacts, and the know-how to identify the perfect match for your business. By teaming up with Beaumont People to support you with those urgent temporary hiring needs or a more longer-term strategy , you'll save precious time and energy, allowing you to focus on what you do best – running your business. Busy seasons in the Australian market can be a wild ride, but with the power of temporary hiring, you can surf those waves like a pro. Their flexibility, local know-how, cost-effectiveness, and partnering with Beaumont People make them the ultimate secret weapon for seamless seasons. So, don your cape, embrace the excitement, and let these temporary superheroes help you deliver exceptional customer service. Get ready to supercharge your business and ride the wave of success in the ever-changing Australian marketplace.
By Renee Jofers 15 Aug, 2023
Hiring Fresh Grads? Here's How to Assess Their Education
By Veronica Johns 14 Aug, 2023
Winners of Beaumont People's Annual Awards 2023
By Veronica Johns 19 Mar, 2024
Learn with Sue - Walk and Talk with Nikki Beaumont, CEO and Founder of Beaumont People Our very own CEO, Nikki Beaumont, was featured on the latest episode of "Learn with Sue - Walk and Talk" podcast hosted by Sue Langley! In this insightful episode, Nikki delves into the roots of Beaumont People, sharing invaluable advice for recruiters embarking on their entrepreneurial journey. She discusses the importance of staying people-focused and align with core values, providing listeners with strategies to maintain a human-centric approach in the fast-paced world of recruitment. Tune in to hear Nikki's journey, learnings, and how Beaumont People has evolved over the years. Don't miss out on this enriching conversation filled with wisdom and inspiration! Click here to listen to the full episode.
By Veronica Johns 14 Dec, 2023
Transforming Leaders: Recipients Announced for "Let Them Know It's Christmas" Giveaway In the spirit of festive generosity, the "Let Them Know It's Christmas" Scholarship Giveaway concluded with tremendous success as we proudly announce the deserving recipients of a LEAD scholarship. This initiative aimed to spread joy and support future leaders. The organisations awarded scholarships are: AlphaSys Bangarra Dance Theatre Black Dog Institute CASPA CCNB CEDA (Committee for Economic Development of Australia) Diabetes Victoria HeartKids Human Nature LifeBridge Momentum Collective NDS Raise Foundation Red Kite Royal Australian and New Zealand College of Ophthalmologists (RANZCO) Royal Far West Second Bite Spinal Cord Injuries Australia Story Factory. We extend our heartfelt congratulations to the exceptional recipients of these scholarships. Our team takes immense pride in the opportunity to support a diverse and inspiring group of individuals with our LEAD scholarships. The applications we received were nothing short of extraordinary, showcasing profound passion and generosity from team leaders to their team. The dedication and enthusiasm displayed by all applicants made the selection process a truly challenging task for our team. We are proud as an organisation to be part of the leadership journey for all the recipients, and we eagerly anticipate witnessing the profound impact these scholarships will have on them personally, and professionally.
By Sally Sheperd 22 Nov, 2023
FIA Conference 2024 Guest blog by Sally Shepherd, Executive Manager Membership and Marketing - Fundraising Institute Australia. FIA Conference 2024 is the meeting ground of curiosity and creativity, empathy and action. Fundraisers from across the country bring their passion for change to this event to develop their skills, innovate, share and be inspired to increase their impact further. It attracts leaders, managers and specialist fundraisers alike, with sessions to suit all levels of expertise and fundraising experience. The conference features plenary sessions, masterclasses, international keynote speakers and over 100 local experts and Australia’s largest fundraising exhibition of companies dedicated to supporting the for-purpose sector. The Role of the CEO in Fundraising Excellence This year’s program features a leadership track for emerging and embedded leaders with individual speakers from charities and supplier organisations and several expert panels to address key issues including: Leading Through Fire; Building Trust The Importance of Overheads, and Behaviours for High Impact Leadership. One of the keynotes speakers, Usha Menon, says, ‘ Show me an organisation where fundraising thrives, and I will show you an organisation where the CEO leads and sustains a culture where every stakeholder believes in resourcing the mission .’ Her masterclass will unlock the power of leadership in fundraising excellence and show how it can be the catalyst for change. Usha will explain how essential effective leadership is for driving engagement, performance, and organisational success. The role of the CEO in fundraising excellence is that of the strategist and its Chief Ecosystem Officer, to drive this success. This session will delve into the mindset required to deliver fundraising excellence, breaking down the psychological barriers that could potentially be holding an organisation back. It will provide practical tools designed for CEOs, Senior Management, and Board Members, including frameworks for fundraising evaluation and decision-making. Delegates will share and compare goals and related strategies with like-minded leaders moving from insights to actionable plans needed for fundraising to not only survive but thrive.
Share by: