1 REVOLUTIONIZE YOUR ONBOARDING Missy Hopson- Sparks, Director, Learning & Development, Ochsner Health System Jay Krishnan, Director of Product MarkeOng, GuideSpark October 28, 2014
2 Agenda How did Ochsner achieve 96% new hire job satisfaction rate and increase productivity How to create a 365-day robust onboarding plan Best practices to make your onboarding engaging and effective Missy Hopson-Sparks Director, Learning & Development Ochsner Health System Jay Krishnan Director of Product Marketing GuideSpark
3 Top Onboarding Challenges RetenOon Decentralized Inefficient process Inconsistency Volume & complexity of informaoon Time to producovity
4 Connections: New Hire Onboarding and Orientation Missy Hopson-Sparks
5 Which image best describes your current orientation & onboarding experience?
6 Why change orientation and onboarding? Redesign Phase 1 Pre-Hire Gains 2013 Voice of the Customer Our Facility Leaders Want: Floor-Ready Employees... Sooner Ensure Quality & Compliance Reduce/Stabilize New Hire Turnover Customized - yet Consistent On-boarding Enhance New Hire Experience Hiring Manager/HR Role Clarity & Expectations Redesign Phase 2 E-Optimization
7 Why change orientation and onboarding? Business Drivers Industry Experiencing Significant Change Geographically Dispersed Workforce Rapid Increase of Hiring Volume Compliance Gaps Rising Turnover Improve Time to Productivity Level-set on Manager s Role in Retention Shift to 365-day mindset Inconsistent Experiences Facility Variations Enhance New Hire Experience Leverage Pre-boarding Excitement Redesign Phase 1 Pre-Hire Gains 2013 Redesign Phase 2 E-Optimization
8 2012 Our Retention Challenge The facts If 12.3% voluntary new-hire turnover reduced to 8% (189) 45% within first 18 months Cost = ~50K / 1x / salary FTE The impact Potential Savings = $5,150, Hires 2012 Vol Turnover <1 yr $22 MM Oppt y
9 Compliance-related Gap 8% Compliance 19% of our Clinical paperwork never & 30% of our Nonclinical new hires collected fail to complete assigned regulatory training If 1.5% of 3,000 new hires (45) result in litigationrelated costs at average of $5000 per event... Potential savings: $225,000
10 Connections: System New Hire Onboarding & Orientation Making the co nnection - with confidence 10
11 What We Created: Key Changes Start Date à Floor-Readiness 50% Reduction Efficiency Waste-Out Improved Experience 98% Satisfaction Rate Quality Assurance Connections: New Hire Onboarding Logistics! No more weekly system New Employee Orientation (in person) Blended Model Pre-board 1 hr cultural and benefits orientation online (videos) OLN Modules Post-start 4 hours online orientation Non-technical & regulatory training Monthly Culture session ½-day System Culture Day Live in New Orleans -,Video-conferenced to 5 locations ½-day New Leader Orientation (NLO) Live in NO Hiring Manager ½ day Connections NEO/NLO Pre-Board Videos Buddy/ Co- Workers 11
12 Preliminary Stakeholder Analysis Champions Making It Happen Supporters More to do Hiring Mgrs Quality IS EPIC SBA - HR IS Prov Resistors need to find solu:ons TM Benefits Early Need: Manage the Change How do we move key stakeholder to green? Oper Sr. HR Ldhp Onboarding Re-design Payroll IGNITE Security SNPD CEO/ CDL HRIS SNEC EH TA
13 Process for when there is delay in start date OFFER ACCEPT Attend EH Appoint (EE) Pre-Board Action Step Attend NHO Appoint (EE) Employee File to HRIS (TA) Data Entry Complete in Lawson (HRIS) Submit Badge Info (Manager) Active Directory ID Creation (ISP; Manager Must Provide Access Required) Contact New Hire (Manager ) New Hire Arrival - Day 1(EE, Manager ) Deadline + 14 days +10 days +10 days + 5 days PRIOR + 4 days PRIOR + 4 days PRIOR + 4 days PRIOR + 3 days PRIOR ARRIVAL
14 On-Time Start Connect Together Recruiter New Employee Hiring Manager On- Time Start ü ü ü ü Set Expectations Communications Employee File Compliance ü ü ü ü Drug Screen Background Legal Documents Follow Through ü ü ü ü ü ü Week 1 Schedule Check s daily Follow-Up Order In Advance Personal welcome & Day 1 a.m. greet Do not request Exceptions ü Badge ü ID/Password ü Kronos ü OLN
15 Ochsner Frontline Staff Onboarding Map Pre-Board Information Videos Clinical Staff Non-Clinical Staff Pulse Survey Enroll Benefits by day 30 Day 1: Core/ Skills Day 1: Mgr/ Dept Welcome Day 5 CPI (as needed) Day 1-4 Online Quality/ Safety Orient Day 2-3: EPIC Trng Day 2-3: Online Quality/ Safety Orient Day 1-4: Facility/ Dept Orient Facility/ Unit Orient Mgr/ Unit Welcome Connections NEO ESS Trng ESS Trng Day 180: IPE Annual Perform Eval (APE) Day 90: IPE Annual Perform Eval (APE) 15
16 Ochsner Leader Onboarding Map Day 1: Core/ Skills Pre-Board Information Videos Day 1: Mgr/ Dept Welcome Clinical Leader Non-Clinical Leader Clinic Supervisor Non-Clinic Supervisor Pulse Survey Enroll Benefits by day 30 Day 1-5 On-line Orient Day 2-3: EPIC Trng Day 2-3: On-line Orient Day 4: Facility/ Dept Orient OLN, ESS Trng Facility/ Unit Orient Training: Kronos, Match, EPSI Day 180: IPE Mgr/ Unit Welcome New Spvsr Orient (SLP) Connections NEO/NLO Dept. Assimilation New Leader Orient Pre- Work Training: Kronos, Match, EPSI OLN, ESS Trng Annual Perform Eval (APE) Day 90: IPE SLP Modulesà 18 mo Day 31! Ongoing Commitment to Professional Development Q3 Mid- Year Review Q1 Talent Review 16
17 Preview... SharePoint Toolkit Pre-boarding Checklists Onboarding Checklists Best Practices/Articles NLO Connection Power of One Resource for: Policies/Procedures Job Aids Welcome Packet Materials/Comms Checklists 17
18 Embraced Multimedia Partnering with GuideSpark
19 Onboarding- Connections Offer Offer Extended Offer Accepted New Hire Portal e- mail Checklist for prehire Workflow notifications Pre-Board Checklist Forms (I-9, etc) Drug Screen Background Tasks & Checklists Organization Culture Location/Dept/ Benefits Videos Manager Connect Welcome Call Itinerary for Wk 1 Onboarding Videos Start 1 st Day/Week Badge/ID Mgr Welcome & Checklist Classroom Training Set Expectations Buddy/Peer Onboarding Online orient (OLN) Facility welcome Recognition Orientation 1 st Month ½ day System Culture Day/ NLO Online Modules OLN Day 14 Survey Goals Day 30 Check-in Test Out of NEO/NLO Making the Connection New Employee Lifecycle Evaluation & Feedback Day 90 Check-in Ongoing Feedback Day 180 Check-in Performance Evaluation & Feedback 1 Yr of Serv Recognition Day 365 Check-in 19
20 Leader s Tactical Onboarding Checklist First Week q Meet with one-over leader: q Review department-specific orientation q Establish goals and objectives. Discuss Professional Development Plan. Review performance management. q Ochsner system and dept. org charts, job desc., leader competencies, and service excellence q Review Service Excellence & Behavioral Expectations: rounding, 10/5, no vent safe zones, non-negotiables q Review Ochsner System Operating Calendar q Department staff manual/handbook and/or policies and procedures including: Emergency Management Team A / Team B safety procedure, attendance and scheduling policy, dress code, Managing WLB requests, holidays, division/facility parking, and license verification policy q Review HIPAA and privacy compliance q Take tour of: work space, conference room, break areas, supply room, safety and security, Power of One Power Center, location of Vent Zone, etc. q Meet with buddy q Begin required online training assigned in Ochsner Learning Network (OLN), headphones recommended q Become familiar with phone and GroupWise ( ) q Update/gain access to all reports/programs needed: q MATCH (Taleo) q Kronos q ½ day NEO/ NLO Connections confirm q Lawson q SOS - Safety on the Spot (incident occurrence reporting system) q Bi-weekly Flex Report Available on Leadership Portal, contact Patrick Cresson for access q Shared (G:) drive q Review Leader Onboarding OchPoint site for helpful onboarding resources. q Locate and review Safety Data Sheets (SDS), Safety Reference Cards, and Demonstrate appropriate use of Universal/Standard Precautions First 30 days q Complete assigned online training in the Ochsner Learning Network (OLN) q Quality/Safety q Waste Out q Kronos q Match (Taleo)/EPSI q Review hiring procedures for department q Review unit specific communication vehicles. q Review recognition programs and processes q Review links to online resources and job aids for Match/ Taleo can be found on the Leader Onboarding SharePoint site. q Review payroll schedule and information. Links to online resources and job aids for Kronos can be found on the Leader Onboarding SharePoint site. q Review department strategic plan and Monthly Operating Review (MOR)/Quarterly review process and schedule q Log-in to the Manager Self Service site to review your team s demographics, pay info, etc. q Review current team s Employee Engagement Survey data and identify department service issues contact the HR Service Center for access at (504) 280-HR4U q Review Organizational Communication Vehicles: Power of One, Ochsner This Week, Ochweb q Department Disaster Plan q Review the OAE Orientation Assessment & Evaluation - for clinical leaders q Review HR policies from the HR page on Ochweb q Schedule bi-weekly meeting 1:1 with one-over q Attend scheduled NEO (New Employee Orientation) q Enroll in benefits q Attend scheduled NLO (New Leader Orientation) q Begin 1:1s with direct report staff Making the Connection with Confidence By days q Review OLN and OLI courses with one-over leader q Determine and finalize Learning Map q Work alongside staff to learn roles q Round with one-up leader, discuss and follow-up. q Begin scheduling meetings with key stakeholders. Examples: HR, Finance Partner, Performance Imp. q Conduct New Leader Assimilation Meeting with Direct Reports Coordinate through HR Business Partner/ Advisor q Review current Joint Commission (JC) organizationalspecific strategies. q Review role of CMS and DHH. q Contact [Title,]for information on Patient Satisfaction and to gain access to the Press Ganey website (patient satisfaction survey vendor) q Learn about contract management and vendor relations processes q Attend Patient Satisfaction online training to learn about running patient satisfaction reports -- Press Ganey website (if applicable)- register through OLN q Complete individual performance evaluation (IPE) as required (non-clinical supervisors). Days q Establish consistent communication with team q Continue to review policies specific to dept q Prepare action planning for your Employee Engagement Survey q Continue 1:1s with one-over and staff q Attend system leadership meetings q Round in dept, discuss with one-over and follow up q Complete Mid-Year Leadership Performance Evaluation (managers and above) q Day Complete Initial Performance Evaluation (IPE)- clinical supervisors q Meet with one-over for feedback q Attend system on-boarding activities for new leaders. q Meet with one-over for Annual Performance Evaluation (180 day IPE as applicable)
21 Frontline Staff s Tactical Onboarding Checklist First Week q Meet with one-over leader: q Review department-specific orientation q Discuss Learning Map. q Review Service Excellence & Behavioral Expectations: rounding, 10/5, no vent safe zones, non-negotiables q Department staff manual/handbook and/or policies and procedures including: attendance and scheduling policy, dress code, GPT requests, holidays, division/facility parking, and license verification policy q Review HIPAA and privacy compliance q Take physical tour of: work space, conference room, break areas, supply room, safety and security, Power of One Power Center, location of Vent Zone, etc. q Meet with buddy q Begin required online training assigned in Ochsner Learning Network (OLN) courses contain audio, headphones recommended q Become familiar with phone system and GroupWise ( ) q Update/gain access to all reports/programs needed: q Kronos q ½ day NEO/ Connections confirm date of attendance q SOS - Safety on the Spot (incident occurrence reporting system) First 30 days q Complete assigned online training in the Ochsner Learning Network (OLN) q Quality/Safety q Making Care Affordable q Kronos q q q q q q q q q q Review unit specific communication vehicles. Review payroll schedule and information. Links to online resources and job aids for the intranet (Ochweb) Log-in to the Employee Self Service site to review your information and make any updates as needed Review Organizational Communication Vehicles: Power of One, Ochsner This Week, Ochweb Department Disaster Plan Review HR policies from the HR page on Ochweb Ensure you have bi-weekly meeting schedule1:1 with one-over Attend scheduled NEO (New Employee Orientation) Enroll in benefits Begin 1:1s with your immediate leader. Making the Connection with Confidence By days q Review OLN courses with one-over leader q Work alongside staff to learn roles q Review current Joint Commission (JC) requirements q Review role of CMS/DHH/OSHA and Patient Safety q Attend Patient Satisfaction online training to learn more about running patient satisfaction reports on the Press Ganey website (if applicable)- register through OLN q Complete individual performance evaluation (IPE) as required ( 90 day) Days q Continue to review policies specific to department/ work area q q q q q q q Continue 1:1s with your one over Attend team meetings Day Complete Initial Performance Evaluation (IPE) Attend additional classes and training through OLN Meet with one-over for feedback and fine tuning of performance. Discuss career objectives as needed Meet with one-over for Annual Performance Evaluation (180 day IPE as applicable)
22 Sample New Hire Onboarding Scorecard 22
23 YTD 2013 New Hire Onboarding Scorecard NPS SCORES- - Survey Response % Total OMC- Jefferson Hwy Benson Tower St. Anne Chabert Baton Rouge NHO Connec:ons August 12th NPS Session Date OMC- Jefferson Hwy Benson Tower NorthShore St. Anne Baton Rouge Total April 15th May 6th June 3rd July 8th August 12th System Total % Fill Rate Great Retention Story Since Implementation: +7% from
24 Connections: What does this mean for Managers? Increased ownership of new hire s onboarding experience Onboarding toolkit for support (SharePoint) Prepared to receive new hire on the start date* (*EE needing Core/Skills will, however, attend Core/Skills on Day 1) Onboarding is a 365-day experience Connections is building relationships
25 Onboarding Strategy Playbook Jay Krishnan
26 Talent acquisi:on and reten:on is a huge priority
27 Losing a quality employee is expensive Consider the costs: 1-2 YEARS Exit Costs RecruiOng Interviewing Hiring OrientaOon/Training External Reduced factors Morale for of pay and benefits customers, other Customer Lost ProducOvity Reduced/Lost Business DissaOsfacOon employees, and business operaoon AdministraOve Costs Lost ExperOse Etc. per employee turnover Plus:
28 Onboarding plays a CRITICAL role in employee retenoon % of companies perceive effecove onboarding as improving :me to produc:vity (SHRM) % of new hires don t return afer the first 45 days of employment (The Wynhurst Group) % of new hires make the decision to stay or leave an organizaoon within their first 6 months. (Human Capital InsOtute)
29 Top Onboarding Challenges RetenOon Decentralized Inefficient process Inconsistency Volume & complexity of informaoon Time to producovity
30 Ways the HR community is solving for a more creaove onboarding GamificaOon Trivia Games Scavenger Hunts with ipads Giveaways Company Swag Movie Tickets Special AcOviOes/Events Breakfast with CEO Culture Day Onboarding Academy AutomaOon Tools Social Docusign, Sharepoint, Red carpet Facebook Groups for new hires
31 Top 10 Tips for Effec:ve Onboarding
32 1 Get aligned with who owns the onboarding process and the different roles & responsibilioes of the stakeholders.
33 2 Engage your new hires with a pre- onboarding program. (Before day 1!)
34 3 Give new hires an opportunity to meet and learn from your execu:ve team.
35 4 Don t read your values. Show how you live them and make your new hire experience them.
36 5 Empower your employees to shadow their managers and peers and get them closer to the voice of customers.
37 6 Empower managers to work with new hires to set measurable goals and :melines.
38 7 Give new hires Hands- on experience in every funcoon.
39 8 Get feedback on the onboarding from your new hires to measure success.
40 9 Automate your process & add interacovity; make the content engaging and fun by embracing new trends and technology.
42 10 Create a 365 day onboarding plan and keep it realisoc by selng the right expectaoons for new hires.
43 Reimagine your onboarding