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University of Wisconsin Survey Center
© 2010. Materials may not be reproduced without permission of the author.
Using a Staffing Agency for Recruiting CAPI
Interviewers on a Large National Study
Steve Coombs
Kerryann DiLoreto, Rae Ganci, and Nick Schultz
International Field Director’s and Technology Conference, Scottsdale Arizona
May 16th 2011
![Page 2: Using a Staffing Agency for Recruiting CAPI …...• Must have own car, auto insurance, valid driver’s license • Must be flexible, willing and enthusiastic to travel • Must](https://reader036.vdocument.in/reader036/viewer/2022071106/5fe091cbcc8ad76d3f560943/html5/thumbnails/2.jpg)
University of Wisconsin Survey Center
Overview
• The Wisconsin Longitudinal Study
• How do we staff a national CAPI study?
• Lessons learned
2
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University of Wisconsin Survey Center
© 2010. Materials may not be reproduced without permission of the author
The Wisconsin Longitudinal Study
![Page 4: Using a Staffing Agency for Recruiting CAPI …...• Must have own car, auto insurance, valid driver’s license • Must be flexible, willing and enthusiastic to travel • Must](https://reader036.vdocument.in/reader036/viewer/2022071106/5fe091cbcc8ad76d3f560943/html5/thumbnails/4.jpg)
University of Wisconsin Survey Center
The Wisconsin Longitudinal Study (WLS)
• Original sample: 10,000 high school graduates
interviewed in 1957
• Siblings and spouses added over the years
• UWSC collected last two waves in 1992 and 2004 via
telephone and mail
4
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University of Wisconsin Survey Center
The Wisconsin Longitudinal Study (WLS)
• WLS 2010 - 2012
• Switching mode to CAPI with follow up SAQ
• 12,232 possible participants
• Interview length = 2.5 hours
• 9 anthropometric measures
• Cognitive testing
• DNA sample collection (saliva)
• National study with a 22 month field period
5
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University of Wisconsin Survey Center 6
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University of Wisconsin Survey Center
© 2010. Materials may not be reproduced without permission of the author
How does we staff a national CAPI study?
![Page 8: Using a Staffing Agency for Recruiting CAPI …...• Must have own car, auto insurance, valid driver’s license • Must be flexible, willing and enthusiastic to travel • Must](https://reader036.vdocument.in/reader036/viewer/2022071106/5fe091cbcc8ad76d3f560943/html5/thumbnails/8.jpg)
University of Wisconsin Survey Center
UWSC CAPI History
• Smaller and more local
• Midwest Young Adult study (MYA)
• n=600 in IL, IA and WI
• 45 minute interview
• Milwaukee Area Renters Study (MARS)
• n=2,000
• 30 minute interview
• Mid Life in the United States (MIDUS) Oversample
• Milwaukee area
• N=600
• 45 minute interview
8
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University of Wisconsin Survey Center
How do we staff a national CAPI study?
• Wisconsin Longitudinal Study
• Participants in all 50 states
• 66% sample in WI, 75% in Midwest
• 25% spread throughout United States
• Urban hotspots
9
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University of Wisconsin Survey Center 10
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![Page 11: Using a Staffing Agency for Recruiting CAPI …...• Must have own car, auto insurance, valid driver’s license • Must be flexible, willing and enthusiastic to travel • Must](https://reader036.vdocument.in/reader036/viewer/2022071106/5fe091cbcc8ad76d3f560943/html5/thumbnails/11.jpg)
University of Wisconsin Survey Center
Questions that needed answers…
• What kind, and how many staff do we need?
• Do we use the UW system or private staffing agency?
• What are the quality, attrition and cost implications?
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University of Wisconsin Survey Center
What kind of staff do we need?
• Full time?
• Not in our experience, or others
• Participants dictate Interviewer’s schedule week to
week
• Difficult to manage CAPI workload @ 40 hrs every
week
• Heavy travel periods coupled with down time
• Sample flow lighter/heavier
• Need part time ~25-28 hours/wk Interviewers
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University of Wisconsin Survey Center
How many staff do we need?
• How many completes?
• 12,232 cases * .9 (mortality closeouts, not found) =
~11,000 completes
• Reflects 90% response rate (ambitious)
• Client expecting 80% response rate
• 8 hrs/cm in state, 12 hrs/cm out of state
• 9.3 hrs/cm overall (proportionate to sample)
• 9.3 hrs/cm * 11,000 completes = ~102,000 hrs
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University of Wisconsin Survey Center
How many staff do we need?
• Casework and Training time
• 1,232 cases * 4 hrs/resolve = ~5,000 hours
• Interviewer Training (2 week initial training) = ~5,000
• Interviewer Training ongoing = ~2,000
• ~115,000 Interviewing hours total to complete project
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University of Wisconsin Survey Center
How many staff do we need?
• If average is 25 hours per week, in a 22 month field
period that employee will work 2,200 hours total for the
project
• 115,000 / 2,200 = 52 CAPI Interviewers
• Factoring in attrition @ 30% = additional 16 interviewers
• 68 Interviewers to hire
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University of Wisconsin Survey Center
How many staff do we need?
• WLS Field Structure:
• Total of 68
• 8 Team Leaders @ 40 hrs/wk (25 hrs/wk interviewing)
• 60 CAPI Interviewers @ 25 hrs/wk
• 7-8 Interviewers per Team Leader
• Caseload = 180 cases per Interviewer
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University of Wisconsin Survey Center
How do we hire staff?
• Through the University of Wisconsin system?
• Through a private staffing agency?
• Use both systems?
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University of Wisconsin Survey Center
How do we hire staff?
• Planning committee worries and concerns
• Truly remote management with low proportion of in-
person “face time”
• Biased towards the “known entity” quality of our in-house
Wisconsin based staff
• Will interviewers hired by a staffing agency
• Be good enough?
• Experienced?
• Trustworthy?
• Dependable?
• Started to compare systems…
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University of Wisconsin Survey Center
How do we hire staff?
Issue UW System Staffing Agency
Interviewer Wage Inflexible – single wage
that is unchangeable
Flexible – four tiers and
freedom to reward raises
Cost Mostly fixed, although
health insurance varies
Range from 6% less to
33% more that UW
Hours Inflexible – either 20 or
40 hours a week
Flexible –work as much
or as little as needed
Interviewer Bonuses Not allowed Allowed
Benefits Health insurance and
vacation for full time
No health, no vacation
Expense reimbursement 4-6 weeks 1 week
Auto UW or DOA Fleet, gas
cards, travel cards
Use own car
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University of Wisconsin Survey Center
How do we hire staff?
• Far more flexibility in staffing agency model
• Moreover, we needed help with the task at hand
• Posting, screening, hiring interviewers all over the US
• Physical locations to meet in person, check IDs,
perform background check, etc
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University of Wisconsin Survey Center
How do we hire staff?
• However…
• RFP process time consuming
• Met with UW purchasing starting in 2008
• Hours of meetings
• RFP development, editing, and re-editing, took
significant amount of several high level staff’s time
• Proposals considered, counter-proposals offered
• Interviews granted, re-interviews with companies
• Scoring process
• Process drawn out over a year and a half
• Labor intensive
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University of Wisconsin Survey Center
Determining where we would hire
• Work with Applied Population Lab on UW campus
• Identified participant-dense areas using GIS software
• Areas that were in excess of ~200 participants within a
~300 mile radius = 1 CAPI Interviewer in the area
• Rest of sample in “blitz” areas
• Developed list of cities where we needed Interviewers
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University of Wisconsin Survey Center
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University of Wisconsin Survey Center
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University of Wisconsin Survey Center
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University of Wisconsin Survey Center
Determining where we would hire
Location Number of Interviewers
Minneapolis or St. Paul MN 2
Cincinnati, Columbus, or Indianapolis
OH or IN
1
Lansing or Detroit, MI 1
Orlando, St. Petersburg, or Miami FL 2
Los Angeles, CA 1
San Francisco, CA 1
Milwaukee or Waukesha County, WI 8
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University of Wisconsin Survey Center
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University of Wisconsin Survey Center
Who we hired
• We hired 65 Interviewers and Team Leaders through the
staffing agency
• We hired 3 Team Leaders through the UW System
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University of Wisconsin Survey Center
Hiring process
• Staffing agency uses national network to find matches
• Screened and interviewed by staffing agency
• UWSC interview
• In-person/Skype videoconference/phone
• Back to staffing agency to offer/decline
• We put a premium on hiring experienced interviewers
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University of Wisconsin Survey Center
© 2010. Materials may not be reproduced without permission of the author
Lessons learned
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University of Wisconsin Survey Center
Lessons learned – Interviewing candidates
• Overall experience has been positive after 14 months
• Key to success
• Insist on interviewing all candidates
• A lot of work – over 100 hours
• Via Skype
• Helped us make better informed choices
• Body language, expressions, conduct
• Detailed feedback as to why the candidate wasn’t a
good fit for CAPI Interviewing
• “Hit rate” for staffing agency started at 60% but improved
to 80%
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University of Wisconsin Survey Center
Lessons learned – Vetting of the staffing agency
• Ask tough questions during RFP process
• How many offices do you have in WI? In the US?
• Do you have experience finding people for this type of
work?
• How many CAPI Interviewers do you currently have
on staff? In WI? On the East and West coasts?
• How many projects do you have of this size?
• How big is your company, how many on your payroll?
• Provide resumes of staff who meet our screening
requirements
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University of Wisconsin Survey Center
Lessons learned – Have thorough screening requirements
• Must be able to work at least ~25 hours per week,
including eves/weekends
• Must have own car, auto insurance, valid driver’s license
• Must be flexible, willing and enthusiastic to travel
• Must have credit card and ability to charge $1,000
• Must have high speed internet access from home
• Must be able to lift 40 lbs on a continual basis
• Must pass pre-employment credit check
• Must pass background check
• Tested by staffing agency:
• Type at least 35 wpm
• Computer software/hardware savvy
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University of Wisconsin Survey Center
Lessons learned
• Other key points:
• Double check staffing agency’s work
• Hiring in right areas, check applicant addresses
• Terms of the contract
• Motivation on part of staffing agency
• Find us a good Interviewer
• Having interviewers stay for entire project is
more profitable for them (and keeps us
satisfied)
• The more experienced the Interviewer the
higher rate they can bill us
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University of Wisconsin Survey Center
Lessons learned
• What about quality, experience, trustworthiness and
dependability?
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University of Wisconsin Survey Center
Lessons learned - Quality
• Quality of Interviewers overall is high
• Many social workers, teachers, other professionals
hired
• College degrees
• Compare well and in some cases outpace our
preexisting CAPI staff
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University of Wisconsin Survey Center
Lessons learned - Quality
• Staff we hired transition well to other CAPI studies –
have developed sense of UWSC loyalty
• Several have jumped to working on multiple studies for
us
• CAPI Interviewers report liking this agency, happy with
interactions on payroll and other questions
• We have given regular performance-based raises at 6
month intervals
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University of Wisconsin Survey Center
Lessons learned - Quality
• Several bad experiences
• Terminated four Interviewers for various performance
concerns
• Difficulty getting equipment returned from some
• Staffing agency helped us with recovery
• 100% quality control audio monitoring and
verification for selected Interviewers
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University of Wisconsin Survey Center
Experience, Trustworthiness, Dependability
• Experienced
• Nearly 40% had previous CAPI or Census experience
• Trustworthy
• No data falsification
• No incidents of theft
• Dependable…somewhat
• Our 30% attrition rate? We are nearly there with 10
months left in the study
• (But…some of this is our fault)
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University of Wisconsin Survey Center
WLS staffing after 14 months in the field
57%29%
6%
8%
Interviewers
Interviewer Current
Interviewer Attrition
Interviewer Terminated -Performance
Interviewer Terminated -Work Flow
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University of Wisconsin Survey Center
Please visit us at:
www.uwsc.wisc.edu
Thank You!
For copies of this presentation or more information, contact:
Steve Coombs
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