Choosing an Employment Agency in Singapore: What Employers Should Know Before Hiring an MDW

Hiring a Migrant Domestic Worker (MDW) is a significant decision for many households in Singapore. An MDW may be supporting a family with childcare, eldercare, household responsibilities or the care of a family member with specific needs. While finding a suitable MDW is important, choosing the right employment agency (EA) is equally important.

A professional EA does more than process paperwork. It should help the employer understand the recruitment process, establish realistic expectations and provide clear information about the services and fees involved. Here are some important areas employers should consider when choosing an employment agency.

Start by Checking That the EA Is Licensed

Employers should first verify that the employment agency they are dealing with is licensed by the Ministry of Manpower (MOM).

MOM's Employment Agencies and Personnel Search, commonly known as the EA Directory, allows employers to search for licensed employment agencies and registered EA personnel. Employers can also review information such as an agency's placement volume and successful retention rate. Employers may also search the agencies listed on mycaregiver.sg/agencies, where every agency holds a MOM licence and is a member of AEAS.

Employers should also ensure that the person assisting them is registered EA personnel. Taking a few minutes to carry out these checks can give employers a better understanding of the agency before committing to its services.

Look Beyond the Agency Fee

Price is naturally an important consideration, but employers should avoid choosing an EA based purely on which agency offers the lowest fee. Different agencies may provide different levels of recruitment, matching and after-placement support. Before making a decision, an employer may wish to ask:

• What services are included in the agency fee?
• Are there additional administrative or processing charges?
• What are the replacement terms?
• What happens if the employment ends shortly after placement?
• What assistance will the EA provide if difficulties arise?
• Who should the employer contact after the MDW has started work?

The answers should be clearly explained before the employer enters into the agreement.

Understand the Service Agreement Before Signing

Employers should take time to read their service agreement rather than treating it simply as another document required during the hiring process. The agreement should clearly set out important matters such as the services being provided, fees, refund arrangements and replacement terms.

There are also regulatory requirements concerning service-fee refunds. For example, under specified conditions, an EA must refund at least 50% of the service fees paid by an employer where the MDW's employment is terminated within the first six months. Employers should therefore understand the terms applicable to their individual arrangement instead of assuming that every agency operates under the same commercial terms.

If something in the agreement is unclear, ask the EA to explain it before signing.

Be Clear About Your Household's Requirements

Finding a suitable MDW is not simply about looking at a biodata and selecting someone with the most experience. Every household is different. One family may require someone experienced in looking after an infant, while another may need an MDW comfortable assisting an elderly person. Other households may prioritise cooking skills, pet care or experience managing a larger household.

Employers should therefore provide the EA with an accurate picture of their needs. The discussion should include matters such as:

• Who lives in the household
• The main duties expected of the MDW
• Childcare or eldercare requirements
• Sleeping and living arrangements
• Cooking requirements
• Pets in the household
• The employer's expectations and household routines

Similarly, employers should ask meaningful questions about the prospective MDW's experience, employment history and suitability. Employment agencies are required to provide accurate information about MDWs, including their employment history when requested by prospective employers. Good matching requires information from both sides. Employers can also browse the MDW profiles listed on the portal to see which match the requirements they have described. Full profiles are visible after registering at mycaregiver.sg.

Remember That Matching Is Only the Beginning

Even with careful matching, an MDW entering a new household will usually require time to understand the family's routines, expectations and way of communicating. Likewise, employers may need time to understand the MDW's strengths and areas where further guidance or training may be required. Clear instructions, reasonable expectations and regular communication are important during this adjustment period.

When problems first arise, addressing them early is generally better than allowing misunderstandings to build up. This is also an area where the quality of an EA's after-placement service becomes important. Employers may therefore wish to ask about after-sales support before deciding which agency to engage.

Know What Support Is Available When There Is a Dispute

Sometimes, despite the efforts of the employer, MDW and EA, disagreements may arise. Employers should first refer to their service agreement and communicate the issue clearly to the agency concerned. Where the EA is an AEAS member, an aggrieved client may also lodge a complaint with AEAS under its complaint procedure. AEAS also has an established dispute-resolution and mediation framework for disputes between employers and employment agencies.

Employers who engage an agency listed on MyCaregiver.sg have access to this channel, as every agency on the portal is an AEAS member. Depending on the nature of the matter, other appropriate channels, including MOM, may also be available. The objective should be to address concerns fairly and professionally and, where possible, resolve disagreements before they become more difficult.

Where Employers Can Begin Their Search

MyCaregiver.sg is the employment agency portal managed by AEAS. The portal allows employers to search according to the requirements of their own household rather than working through agency listings alone. MDW profiles can be filtered by the type of care required, such as infant care or eldercare, and by the languages an MDW speaks and her nationality.

Each profile is listed by the employment agency representing the MDW, and is published with her consent. Privacy applies to both sides of the arrangement, and an MDW's personal information is not made public without her agreement. Employers can start at mycaregiver.sg, search by the requirements of their household, and contact the agencies representing the MDWs they shortlist.

An Informed Employer Is Better Prepared

There is no single employment agency or MDW that will be suitable for every household. Employers should therefore look beyond advertisements, promotional packages or price alone. Consider the agency's licensing status, track record, transparency, service agreement, matching process and support after placement.

More importantly, ask questions before committing. Hiring an MDW involves responsibilities for the employer, the worker and the employment agency. Clear information and realistic expectations from the beginning can contribute towards a more positive employment relationship for everyone involved.

About AEAS

The Association of Employment Agencies (Singapore), AEAS, works with employment agencies and industry stakeholders to promote professional and responsible employment practices. AEAS supports its members through industry engagement, training and programmes, while also providing channels for complaint handling and dispute resolution involving its members. Through greater awareness and responsible practices, AEAS aims to contribute towards better outcomes for employment agencies, employers and Migrant Domestic Workers in Singapore.

About MyCaregiver

MyCaregiver.sg is an employment agency and MDW listing portal managed by the Association of Employment Agencies (Singapore). The portal brings together AEAS member agencies and the MDW profiles they represent, so that employers can search by the care their household needs and contact agencies directly. All agencies listed on the portal are licensed by MOM and are members of AEAS.