personnel management hire and keep the best
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H.R. MANAGEMENTHIRE AND KEEP THE BEST
Dennis M. McCurnin, DVMDiplomate, ACVS
Louisiana State University
HOW TO BE SUCCESSFUL AT HIRING AND MENTORING PEOPLE
SUPPORT STAFF PROVIDE 60% OF THE PERCEPTION
(AMBASSADORS)
HIRING “ “ Of all the decisions a manager makes, Of all the decisions a manager makes,
none are as important as the decisions none are as important as the decisions about people because about people because they they determine the determine the performance capacity of the organization”.performance capacity of the organization”.
Peter DruckerPeter Drucker
Consultant, ProfessorConsultant, Professor
EMPLOYMENT PROCESS
1. Recruitment1. Recruitment
2. Define job (2. Define job (job description)job description)
3. Compensation3. Compensation
4. Advertising/on-line Appl.4. Advertising/on-line Appl.
EMPLOYMENT PROCESS
5. Application review5. Application review
6. Interview preparation6. Interview preparation7. Interview7. Interview8. References8. References9. Selection9. Selection
STAFF RECRUITMENT
ATTITUDE
ACCEPT APPLICATIONS
CONSTANTLY TO PREVENT A CRISIS.
ON-LINE APPS.
HIRING CONCEPT:MUST FIND THE RIGHT
FIT AND BE TEAM BASED
People leave people; not jobs!
UP TO 22 %OF GROSS INCOME
WILL BE INVESTED IN SUPPORT STAFF.
No.1 reason for loss is lack of recognition and praise.
43% max for all salaries
FIRST RATE PEOPLE TEND TO SURROUND THEMSELVES WITH FIRST
RATE PEOPLE
SECOND RATE PEOPLE SURROUND THEMSELVES WITH
THIRD RATE PEOPLE
EMPLOYING THE RIGHT PEOPLE WILL
REDUCE STRESS
STRESS ISThe wind the good lord gave us.The wind the good lord gave us.It is up to us to trim our sails and It is up to us to trim our sails and
decide what tack to take.decide what tack to take.
LIFE BALANCE AND SELF-CARE
The incidence of suicide in the veterinary The incidence of suicide in the veterinary profession is profession is 2.5 (male) - 5.9 (female) 2.5 (male) - 5.9 (female) timestimes that of the general population and that of the general population and twicetwice that of other health professionals, that of other health professionals, including dentists and physicians.including dentists and physicians.
Association between work stress and Association between work stress and suicide rates. Seek professional help when suicide rates. Seek professional help when you feel you are not coping well.you feel you are not coping well.
Vet Rec 157, 2005; DVM News May, 2008; DVM News May, 2010Vet Rec 157, 2005; DVM News May, 2008; DVM News May, 2010
2010 EMPLOYEES
1. Better Educated/must provide CE1. Better Educated/must provide CE
2. Want Flexibility: child/elder care2. Want Flexibility: child/elder care
3. Job satisfaction ( mentorship )3. Job satisfaction ( mentorship )
4. Money not always a motivator 4. Money not always a motivator
5. Need some control5. Need some control6. Quality of life6. Quality of life
2010 EMPLOYEES
40% ARE BABY BOOMERS40% ARE BABY BOOMERS 20% ARE PART TIME WORKERS20% ARE PART TIME WORKERS 17% WORK NON-TRADITIONAL HOURS ( nights 17% WORK NON-TRADITIONAL HOURS ( nights
& weekends) & weekends) 80% new DVM grads are female80% new DVM grads are female MARRIED COUPLES NOW WORK 14 HRS. MARRIED COUPLES NOW WORK 14 HRS.
MORE EACH WEEK THAN 20 YRS. AGO. ( 26% MORE EACH WEEK THAN 20 YRS. AGO. ( 26% INCREASE ).INCREASE ).
93% of new workers entering the work force 2010-93% of new workers entering the work force 2010-2016 will be 55 and older. ABC 2016 will be 55 and older. ABC
Flex – timeFlex – benefits
Flex – place( more DVMs want to work < 40 hrs.)
NCVEI July, 2009 QuickPoll
What is the most sought after benefit by What is the most sought after benefit by veterinarians working at or interviewing in veterinarians working at or interviewing in
your hospital?your hospital? Flexible work hoursFlexible work hours 51.7%51.7% More vacation or other time offMore vacation or other time off 24.1% 24.1% Robust health insurance planRobust health insurance plan 10.4% 10.4% Retirement plan contributionsRetirement plan contributions
made by the practice made by the practice 3.4%3.4% Future practice ownershipFuture practice ownership 10.4%10.4%
58 Users
50% of new employees last only 6 months.
Source -US Dept. of Labor
STAFF TURNOVER COSTS 50–200% of
salary/ positionTURNOVER RATE 30% AAHA
(NATIONAL RATE 12-15%)Largest expense item is personnel costsBiggest cost in personnel is: Turnover
50% of veterinary staff have a tenure of 6 months or less.
Merial StudyMerial Study
50 AND OVER
Turnover rate 10 x’s less than those
under 30.
MANAGING DIVERSITY
1. 1. Age Age
2. Sex2. Sex
3. Race3. Race
4. Religion 4. Religion
5. Education5. Education
6. Disability6. Disability
7. Children7. Children
8. Life Issues8. Life Issues
WHEN HIRING A NEW STAFF MEMBER LOOK FOR
1. Loyalty & Attitude1. Loyalty & Attitude
2. Stability2. Stability
3. Enthusiasm3. Enthusiasm
4. Good judgment4. Good judgment
5. Intelligence5. Intelligence
6. Technical ability6. Technical ability
JOB DESCRIPTIONS
1. Development ( Staff Member )1. Development ( Staff Member )
2. Update (annually)2. Update (annually)
3. List Responsibilities3. List Responsibilities
4. Weight in percent4. Weight in percent
5. List special conditions5. List special conditions
6. List special skills6. List special skills
COMPENSATION
When you pay peanuts…
You usually get monkeys.
ANNOUNCE AND ADVERTISE
Monster.com / Craigslist.com
ADVERTISING FOR EMPLOYEES:
1. Newspapers/JAVMA1. Newspapers/JAVMA
2. Tech/Vet schools2. Tech/Vet schools3. Jr. Colleges3. Jr. Colleges4. Clients4. Clients 5. Word of Mouth5. Word of Mouth 6. Web-site (Monster.com)6. Web-site (Monster.com) 7. Internal7. Internal
REVIEW APPLICATIONS
SCREEN RESUMES
EVALUATING RESUMES1. Appearance1. Appearance
2. Education2. Education3. Experience3. Experience4. Length of previous service4. Length of previous service5. References5. References6. Compare on established criteria6. Compare on established criteria7. Rank order7. Rank order8. Up to 50% of inform wrong?8. Up to 50% of inform wrong?
PLANNING FOR THE INTERVIEW
ERRORS IN INTERVIEWING
1. Hiring under pressure1. Hiring under pressure
2. Talking too much: 20/802. Talking too much: 20/803. Halo effect3. Halo effect4. Overselling job4. Overselling job5. Hoping to change5. Hoping to change6. Ask wrong questions6. Ask wrong questions
INTERVIEW QUESTIONS – APPLES TO APPLES
ADDITIONAL TESTS Phone voicePhone voice Calculation of drug dosageCalculation of drug dosage Word processingWord processing Current topic written statementCurrent topic written statement Receive acknowledgment ?Receive acknowledgment ? Lunch with staff ?Lunch with staff ? 22ndnd interview interview
ILLEGAL QUESTIONS
Not asked maliciously- age, religion, race, marital Not asked maliciously- age, religion, race, marital status, medical conditions, etc.status, medical conditions, etc.
Family status, children, future intent, etc.Family status, children, future intent, etc. Ways to deal with illegal questions:Ways to deal with illegal questions:
a. What are your concerns?a. What are your concerns?
b. I prefer not to discuss personal issues at an b. I prefer not to discuss personal issues at an interview. I plan on having a family someday. Do interview. I plan on having a family someday. Do you have children?you have children?
c. Refuse to answer ?? c. Refuse to answer ??
INTERVIEW QUESTIONS
ALL questions must be “job related”ALL questions must be “job related” Must be legal questions, may want to use a Must be legal questions, may want to use a
labor attorneylabor attorney Job Application questions should be Job Application questions should be
approved by your attorneyapproved by your attorney Do not ask leading , theoretical or illegal Do not ask leading , theoretical or illegal
questions: Use “What did you do when?” questions: Use “What did you do when?”
INTERVIEW TYPES
Stress InterviewStress Interview Structured InterviewStructured Interview Non-structured InterviewNon-structured Interview
COMMUNICATION TESTS
1. On-site answering of phone1. On-site answering of phone
2. Call at home2. Call at home3. Written paper3. Written paper
COMPUTER TEST
FINAL SELECTION
CHECK REFERENCESPerceptions correct?Perceptions correct?Work habits / motivation?Work habits / motivation?Departure reason?Departure reason?Good standing?Good standing?Would you re-hire?Would you re-hire?
Offer to best person - opportunity Offer to best person - opportunity to think ( 1 – 4 weeks )to think ( 1 – 4 weeks )
Discuss salary and benefitsDiscuss salary and benefits Signing bonusSigning bonus
Set starting dateSet starting date Drug Testing, Medical Exam: Drug Testing, Medical Exam:
must be condition of employmentmust be condition of employment ( signed consent form )( signed consent form )
MAKING THE OFFER
Back Ground Checks Condition of employment ( signed consent ) must be Condition of employment ( signed consent ) must be
job related (attach to job application)job related (attach to job application) Past employment referencesPast employment references Education verification ( DACVIM )Education verification ( DACVIM ) Criminal reportCriminal report Motor vehicle reportMotor vehicle report Credit reportCredit report Search FacebookSearch Facebook www.background-check-systems.com
www.hireright.com ; ; www.intelius.com
ONE DAY TRIAL WORK PERIOD AT NO PAY?
May need work contract?
**Employment Liability Insurance
WORK SCHEDULE FLEXIBILITY –
VERY IMPORTANT!
*Flexible sick leave One in four households is involved in eldercare.
Make work enjoyable.
FIRST DAY ON JOB
Review job descriptionReview job descriptionFormal orientationFormal orientationDocument orientation Document orientation (check-list)(check-list)
Must have written policy Must have written policy manual to enforce dress code manual to enforce dress code ( ( ie. body piercing jewelry/ tattoosie. body piercing jewelry/ tattoos ) )
EMPLOYEE HANDBOOK*
Job Performance Standards / EvaluationJob Performance Standards / Evaluation Training / CE / Safety / Computer PolicyTraining / CE / Safety / Computer Policy Termination Policies / Severance PayTermination Policies / Severance Pay Benefits / Sick Leave / Maternity Leave / Benefits / Sick Leave / Maternity Leave /
Family Leave / Vacation / Drug testsFamily Leave / Vacation / Drug tests Substance Abuse / Smoking / LatenessSubstance Abuse / Smoking / Lateness Sexual HarassmentSexual Harassment Work Schedules / OvertimeWork Schedules / Overtime Dress Code Dress Code ( AAHANET.ORG *)( AAHANET.ORG *)
STAFF ARE HIRED TO SOLVE PROBLEMS,
NOT JUST DO A JOB!
PERSONNEL SUCCESS
1. Team dedicated to high quality1. Team dedicated to high quality2. Team offering most services2. Team offering most services3. Team that is well compensated3. Team that is well compensated4. Owner who uses progressive management 4. Owner who uses progressive management
skills/philosophyskills/philosophy5. Staff who is very efficient through 5. Staff who is very efficient through
delegation (1:5)delegation (1:5)6. Low turnover of employees6. Low turnover of employees7. Goal of $700k/DVM7. Goal of $700k/DVM
DOCUMENT ALL PERSONNEL ACTIONS
Hiring ( Interview )Hiring ( Interview ) FiringFiring PromotionPromotion Corrective ActionsCorrective Actions
KEEP PERSONNEL INFORMATION IN SECURED FILES
“Red Flag” Rules involve Protection from Identity Theft ( SSN, C Cards )
TERMINATION
ONE GOOD TIME – PROBATIONARY PERIOD
STAFF INVOLVED
MUST MAINTAIN
1. Good personnel records1. Good personnel records
2. Regular evaluations ( 360 ) 2. Regular evaluations ( 360 )
3. Warning memos3. Warning memos4. Progressive Policy4. Progressive Policy
MUST COMMUNICATE WITH EMPLOYEES ABOUT CONCERNS
1. Orally1. Orally
2. In writing2. In writing
PROTECTION AGAINST WRONGFUL
TERMINATION CHARGES
DocumentationDocumentation
Know the lawKnow the lawHave a progressive Have a progressive
disciplinary policydisciplinary policy Have a good attorneyHave a good attorney
PROTECTION AGAINST WRONGFUL TERMINATION
CHARGESHave clear job description and Have clear job description and
standard of performancestandard of performanceTight policy manualTight policy manualWitness during disciplineWitness during disciplineBe consistentBe consistentEmployment Liability Insur.Employment Liability Insur.
SET TIME LIMITS FOR SPECIFIC
IMPROVEMENT
Then set evaluation meeting for follow-up
WHEN IMPROVEMENT IS NOT SEEN, INFORM
OTHER KEY STAFF AND VETERINARIANS OF
PENDING TERMINATION
TERMINATION STAGE1. Office1. Office2. End of day / Monday2. End of day / Monday3. Standing3. Standing4. Personnel record4. Personnel record5. Check 5. Check (2 weeks plus vacation)(2 weeks plus vacation)
6. Reference letter?6. Reference letter?7. Keys7. Keys
BE HONEST ABOUT REASON FOR
RELEASE
TRY TO FIND SOME POSITIVE
ASSET
BE POLITE AND PROFESSIONAL
EXIT INTERVIEW
LOOK AT TURNOVER RATE AS BAROMETER
OF PERSONNEL SUCCESS
Questions?