How a business owner is redefining inclusion in Townsville’s business landscape

Ricky Esterquest redefines hiring by empowering people with disabilities, fostering workplace diversity, and creating meaningful employment. His approach benefits both employees and businesses, enhancing productivity and workplace culture

Ricky Esterquest, David Frewen-Lord, Matthew Haslberger and Belinda Power, the team behind the Kelso State School tuckshop. Picture: Shae Beplate.

Hiring practices often follow a standard formula – advertise a position, interview candidates and select the best fit, but one Townsville businessman is redefining the business landscape by introducing a new hiring concept that benefits both the employer and the employee.

For Towards Better founder Ricky Esterquest, it wasn’t just about giving someone a job, it was about shifting perceptions, fostering relationships and creating workplaces that benefited from diversity.

“I grew up with family members with a disability so having seen, and been a part of, the journey they’ve had through different life stages – including the coming of age around work and having your own life and independence – I saw at times it was not as straight forward as others,” Ricky told NQ Weekend.

“Then, coming to Australia and seeing how communities – whether that be sporting clubs, tertiary education, or workplaces – were better off when people with disabilities were in valued roles and contributing, and where businesses were learning and growing from that interaction, I saw the real impact of that.

“I noticed the change that happens, from a business perspective, when everyone contributes, and that has inspired me to be where I am today.”

A leader in his field, Ricky’s mission is to empower people with disabilities by finding meaningful work that can help contribute to a business’s success.

“One of my favourite things about my work, the thing that really keeps me going, is seeing the shift in perception that happens when people form real connections,” he said.

“Whether it’s a co-worker, a classmate or someone in a club, work is such a central part of our lives, shaping not just what we do, but how we perceive others.

“That’s why customised employment works so well, it’s focused on how we can set up this individual to be perceived as best as possible, leverage their strengths and leverage the situation where the business gets the best value too.”

Kelso State School tuckshop staff member David Frewen-Lord and volunteer coordinator Ricky Esterquest. Picture: Shae Beplate.

For David Frewen-Lord, work is more thanjust a job - it’s a place where he feels valued, builds confidence, and contributes meaningfully.

David first started at Kelso State School Tuckshop as a volunteer and is now working five days a week as an employed kitchenhand.

“David started with essential tuckshop duties, focusing on quality and consistency, before expanding into more advanced skills like coffee making and baking, which helps free the team up to work on other areas of the tuckshop,” Ricky said.

“His work has led to better workplace distribution, increased efficiency, improved customer service and expanded menu options.”

David said he likes the customised employment model that Towards Better focuses on as they took the time to find him a job he was interested it, rather than just one that was available.

“Working gives me some structure to my week, it gives me a reason to wake up early in the morning and get out of the house,” David said.

“When I was first offered paid employment, it made me feel good to know what I do is valued and my hard work has been noticed.

“I used to be very shy and nervous about talking to people, now I feel comfortable asking questions at work and speaking with staff.

“I feel appreciated for the work that I do, I enjoy the job, and I like seeing the smile on people’s faces.”

Kelso State School Tuckshop operations manager Belinda Power said David now helped with preparing the majority of the food.

“It’s almost half the time doing all those tasks, and I don’t think we’d be able to keep the tuckshop going as well as it is without him here, just because of how much he’s helping in the background,” Ms Power said.

“He’s gotten very comfortable – at the start he would seem quite nervous, but I think he just got used to that fact that we like to have fun, and now he’s started being cheeky back, and I love it.

Ricky Esterquest has witnessed firsthand the benefits of inclusion in workplaces and believes that employment should be more than just filling a vacancy. Picture: Shae Beplate.

“You know, he’s just become one of the team, one of the family really.”

Ricky has witnessed firsthand the benefits of inclusion in workplaces and believes that employment should be more than just filling a vacancy - it should be about matching people’s skills and interests with meaningful opportunities that drive business success.

“Examples like David’s show that Customised Employment isn’t just about personal growth - it leads to tangible business benefits, from increased productivity to stronger workplace culture,” he said.

“I love the things that are uncovered about people during the process – both the person with a disability and the businesses owner we are trying to build bridges between,” he said.

“There’s so much learning involved, and I really enjoy seeing how it challenges both parties in a positive way.”

“I’m really looking forward to seeing how far we can take customised employment in Townsville, and showcasing the benefits it can bring to the productivity of a business.”

Ricky will be hosting a workshop on Customised Employment on Wednesday March 26, to inform business owners how they can benefit from the model, with case studies from a number of businesses.

Originally published as How a business owner is redefining inclusion in Townsville’s business landscape