River Valley Human Resources Association March 19, 2009

Connie Roy-Czyzowski, SPHR, CCP Vice President, HR

Northeast Delta Dental

NEDD’s New (and Not So New) Employee OnBoarding Program

Share some stories about great things you do! (for a prize!)

Q & A

180 employees

One of 39 Delta Dental Plans in the Delta Dental Plans Association

NEDD = DDPVT, DDPME, DDPNH

Guarantee of Service Excellence

• Outstanding service to customers (we administer dental benefits for nearly 700,000 people with a 97.6% retention)

• Good ‘corporate citizen’ (Foundation, employee volunteers/board participation)

501(c)4 = our focus is Main Street not Wall Street!

• ‘Employer of Choice’ brand

To be the premier dental benefits provider

…to be the leading force in the dental prepayment marketplace…by offering dental programs to benefit our purchasers, subscribers and participating member dentists

Teamwork, communication, quality, integrity

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Welcome packet includes . . .

Offer letter (rate of pay, day and place of payment, -- see NH DOL Chapter 275:49)

Info about the company…annual report

Team Power (newsletter)

Employee Guide

“The Customer”

Management org chart

We prepare worksite (email, desk phone, welcome card/plant)

Add new colleague’s name to phone directories

Order name plate so it’s there before the new employee starts work

Intro email to all colleagues throughout company…a few words about the new ‘kid on the block’

We have a new Senior Marketing Support Representative starting on Monday, February 16. Her name is Elizabeth Taylor and she comes to us most recently from Wellpoint Medicare Appeals where she worked as a Grievance Appeals Representative. Elizabeth worked for Wellpoint and, before that, Anthem for over 10 years.

Elizabeth lives in Salem, NH with her husband, Richard. She has two sons, ages 21 and 19. Her oldest is a Junior at Keene State College majoring in Health Sciences. Her youngest is in the U.S. Marines, stationed in Texas for training. Now that both of her children are out of the house, she and her husband are looking forward to traveling more. Their first stop: Washington D.C. She has never been! Elizabeth has one dog, an 8-year-old Boxer/Lab mix named Belle and four small birds.

Elizabeth wanted me to express how excited she is to begin her new job and meet all of you! Please join me in welcoming her to the team!

Thanks,Julia Roberts

Announcing emailAnnouncing email

Name in lights!

Introductions to all colleagues (by manager)

Welcome wagon packet (sweater, map of area, other ‘stuff’)

Welcome!

HR “paperwork/benefits review” Meeting with HR staff to complete I-9, W-4

Benefits overview, enrollment forms and info provided to the employee (our benefits begin the first of the month after 60 initial days of employment, so this is informational, not enrollment)

Manager’s checklist

Building map, access card to enter building

How to use phone & email (Help desk or department manager)

Department Lunch!

New (and not so new!) Employee Orientation

Presentations in most aspects of business

4-day schedule of events, ice breaker exercises

Lunch/down time to get to build relationships

NEDDWeb (Intranet)

Photo and info added to – “Get to Know your Colleagues”

Company history (DDPA, etc)

Governance

How company makes money

How company measures success

The values/behavior expectations

The culture

The competition

Philanthropy and community involvement

Welcome Aboard New Employees! NORTHEAST DELTA DENTAL’s Onboarding Program

8:00AM – 8:30AM Welcome Ice Breaker

8:30AM – 9:00AM Lotus Notes, Telephone System and Information Systems - MW

9:00AM – 9:30AM Company Organization & DDPA Overview – KR

9:30AM – 9:40AM Break

9:40AM – 10:10AM The Northeast Delta Dental Foundation and Philanthropy – KW

10:10AM - 10:30AM G.O.S.E – NS

10:30AM - 11:00AM Strategic Planning & Balanced Scorecard –

11:00AM – 11:15AM Break

11:15AM - 12:15PM Facilities - JK

12:15PM – 12:45PM Lunch

12:45PM – 1:10PM Safety and Security - JK

1:10PM – 1:35PM Ergonomic & Chair-Info Videos - JK

1:35PM - 2:00PM Correct computer posture, mouse use and safe lifting techniques– JK

8:00AM – 8:30AM Ice Breaker

8:30AM - 9:00AM EAP and Helping Hands - MK

9:00AM – 10:00AM Committees – Toastmasters, Activities, Helping Hands, Safety &

Wellness, Team Power, External Fundraising, etc. – JK

10:00AM – 10:15AM Break

10:15AM – 11:15AM Policies Overview - BSL

11:15AM – 11:30AM Break

11:30AM – 12:30PM Benefits Overview - BSL 12:30PM – 1:00PM Lunch

1:00PM – 1:20PM Employee Community Involvement Grant (ECIG) & Volunteer Involvement Pays (VIP) - MP & DB

1:20PM – 2:00PM Finance 101 – FB

Introduction to other new employees (ice breakers – your favorite vacation, person who means most to you, hobbies…)

“Ask the employees” panel

Presentations by staff members throughout company

Invite vendors (EAP for example)

Building and Facilities issues (safety and security)

HIPAA training/confidentiality

Benefits overview

Financial picture

Strategic planning process

• The Big Tour An in-depth tour of every department in the company Opportunity to hear presentations (the reason the

department exists); ask questions (to understand the workflow)

• Quarterly All Colleagues meeting

Guarantee Of Service ExcellenceSM Program (GOSE)

New employees sit and experience an actual meeting, learn about GOSE and ask questions

“20 Questions” meeting

◦ Employee meets with VP, HR who asks “20 questions” about how the employee is doing, whether he/she needs work tools, training, etc.

◦ Any issues are brought to the attention of the manager for resolution

◦ Is our hiring process working?

Coffee with the Coach

•New and veteran employees meet with the CEO•Service philosophy•CEO follow-up on items discussed

Progress Review!

Remember! Prizes!

Do what works for you

in your organization!