ESRL operates in a highly insensitive employment market. ESRL will rise to the challenge by accentuating its equalities strengths in delivery through benefit-led service. ESRL will follow the UPB – Unique Perceived Benefit – route in order to ensure that the service is not led by product differentiation but by focusing on what benefit clients receive. Such differentiation will lead to recommendations. Skills/staff recruitment and development is a key and an imminent challenge.