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Sponsored by WORKFORCE DEVELOPMENT


How Employee Engagement Spurs Success in Senior Living


Mark Woodka, CEO, OnShift


spondents said employee engagement is a top priority in 2017. There’s a good reason for this. A successful


S


employee engagement strategy drives sig- nificant impact, from greater revenue and profitability to reduced turnover, increased customer satisfaction, higher quality and im- proved performance. With major workforce challenges in senior living, it makes sense that 98% are prioritizing employee engagement. Employee engagement practices come in


different shapes and sizes, and I’m fascinat- ed by the range of programs I have seen. Here are a few practices that are delivering results in senior living today:


New Onboarding Methods The first 90-days of employment is a critical period for new hires and is when turnover most often occurs. Making new employees feel like they’re part of the team is critical. Many providers pair each new employee with a peer who serves as their go-to resource or “buddy” during onboarding, answering questions and offering support where needed. New employees must also feel comfort-


able and properly trained in order to hit the ground running with confidence. I know many providers who have turned traditional onboarding upside down. New hires are not trained in a room for long days. Instead, pro- viders run sessions that are four hours long each day, followed by time for new employees to socialize with one another and the staff. This allows them to develop as a team and build camaraderie out of the gate. Also, more and more training content is made available online, offering employees more flexibility and content that is easier to consume.


24 SENIOR LIVING EXECUTIVE / ISSUE 2 2017


enior living is all-in when it comes to employee engagement. In a recent survey from OnShift, 98% of re-


Balancing and Communicating Shifts If employees have undesirable work schedules, they will leave. Give them some control over their schedules to keep them engaged. I’ve seen countless scheduling models in senior living, ranging from self-scheduling to more prescribed frameworks. Those providers who make scheduling a transparent process and create best-fit schedules for both the organi- zation and employees are most successful. It can be a balancing act to offer con-


sistency, repeatability and flexibility among staff and shifts, but it can be done. And, it’s worth it. Research shows that 74% of millennials want flexible schedules and 88% want work-life balance. If staff have a way to identify preferred shifts and work availabili- ty along with an easy way to manage their schedules, they feel more in control and gain more desirable shifts. Employees receive a steady paycheck when they work shifts con- sistently, which is critical to engagement and their overall well-being. Also, employee satisfaction and engagement improve when shifts are offered in an equitable fashion. When open shifts arise and are communi- cated to all employees, staff appreciate the transparency and equal opportunity.


Recognizing Contributions One of the biggest reasons employees leave their jobs is because they don’t feel valued. In a profession dedicated to caring for oth- ers, it can be tough to face that employees don’t necessarily get


recognition they deserve. The good news is that providers are taking steps to overcome these issues. I have seen many approaches to recogniz-


ing and rewarding employees. Some efforts are simple: quarterly pizza parties to thank staff or employee-of-the-month programs.


Many providers are taking engagement initiatives to the next level by focusing on individual achievements. Some initiatives are more involved: awarding points to incentivize key actions and offering gift cards or other rewards when certain milestones are met. I can say with certainty these are all positive approaches, but they can have a negative impact if they are inconsistent. Consider a rewards program that starts with a bang but then the awarding of points becomes lost in the shuffle of an executive director’s hectic day. It can turn off employees and cause them to become disengaged. Successful employee engagement takes


the attention and


time. It’s a culture shift. Those approaches that are consistent and systematic are the most impactful. Technology plays a critical role in helping organizations systematize key processes to drive efficiencies and avoid practices slipping through the cracks. From monitoring new hires and managing shifts to incentivizing performance, technology streamlines processes so providers can focus on what matters most, delivering high-qual- ity care and service to residents.


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