Big Fish Payroll Services LLC Small Business < $50,000 ET

Transcription

1 Panel Meeting of: January 24, 2014 Retrainee Job Creation Training Proposal for: Big Fish Payroll Services LLC Small Business < $50,000 ETP Regional Office: San Diego Analyst: S. Godin CONTRACTOR Type of Industry: Financial Services Services Priority Industry: Yes No Number of Full-Time Employees California: 12 Worldwide: 12 Number to be trained: 15 Owner Yes No Out-of-State Competition: Customers Outside CA Special Employment Training (SET): Yes No High Unemployment Area (HUA): Yes No Turnover Rate: 16% Repeat Contractor: Yes No FUNDING Requested Amount: $19,272 In-Kind Contribution: $9,700 ETP130 SB (02/05/13) 1 of 4

2 TRAINING PLAN TABLE Job No. Job Description Type of Training 1 Retrainee SB <100 2 Retrainee Job Creation Initiative SB <100 Business Skills, Computer Skills, Commercial Skills, Continuous Improvement Business Skills, Computer Skills, Commercial Skills, Continuous Improvement Estimated No. of Trainees Range of Hours Class / Lab CBT Average Cost per Trainee Post- Retention Wage $1,276 $15.98 Weighted Avg: $1,320 $13.32 Weighted Avg: 60 Reimbursement Rate: Job # s 1 and 2: $22 SB Non-Priority County(ies): Orange Occupations to be Trained: Payroll Specialist, Implementation Specialist, Business Analyst, Technology Specialist, Sales/Account Rep, Marketing/Communications Staff, Manager, President, Owner Union Representation: Yes Health Benefits: LMS N/A N/A No SUBCONTRACTORS Development Services: N/A Administrative Services: N/A Training Vendors: Infinisource Workforce Solutions in Charlotte, NC is contracted to provide Computer Skills training OVERVIEW Founded in 2004 and located in the City of Orange, Big Fish Payroll Services LLC (BFP) ( provides payroll processing, payroll tax filing, worker s compensation calculation and payment, recordkeeping, and other payroll-related services for over 500 clients. The Company also provides tax filing support for its clients in 30 states. BFP s expansion plan includes doubling the number of accounts it services within the next 3 years. To realize this goal, the Company must expand its workforce and improve its processes ETP130 SB (02/05/13) 2 of 4

3 and procedures while developing the skill levels of current and new employees through implementation of a formal structured training program. BFP s primary need for training is driven by the ever-changing regulatory and reporting requirements affecting the payroll industry. These changes, coupled with the new Affordable Care Act (ACA) regulations, add a host of reporting requirements for the Company s clients. The Company must ensure that its workforce has the knowledge needed to stay abreast of the latest industry changes, regulations and requirements. As such, BFP will implement a comprehensive training plan that addresses the regulatory changes affecting its clients payroll and tax reporting requirements. Training will also address the high level of customer service and technical skills necessary to continue to serve its clients and increase market shares. Also driving the need for training is the company s newly launched custom-designed software systems (a Customer Relationship Management (CRM) product, BureauLink ; and a new Cloud-based payroll platform built on the SQL database technology) and customer service/technical skills. Implementing training on these skills will help employees deliver a much more consistent and valuable product to clients to support the growth that the Company is experiencing. Retrainee-Job Creation As part of its expansion plans, BFP has committed to hiring 3 new employees: 2 Payroll Specialists and 1 Sales Representative (Job Number 2). Under the Panel s Job Creation Initiative, trainees must be hired within the three-month period prior to Panel approval, or during the term of the contract. Training Plan Business Skills - Training will be offered to all trainees in topics such as communication skills, conflict resolution, time and project management, marketing & business development and sales skills. These skill sets are necessary to attract, sell, service, and maintain new and current accounts. Customer Relations training will create an infrastructure to support a culture of customer service to attract new business and retain current clients. Commercial Skills All trainees will receive training as it relates to their individual job function. Skill sets will be delivered in topics such as product knowledge, general accounting principles, regulatory changes and reporting requirements, restaurant payrolls, and industry movement. Computer Skills - Computer skills training on Paychoice (existing platform), Infinisource (new platform), BureauLink CRM, Swipeclock time and attendance software, MasterTax Software, and encryption software will be delivered to all occupations as it relates to individual job function. The new skills sets will increase productivity, efficiency and collaboration, which will result in a higher level of customer service and client satisfaction. Continuous Improvement - Training will be offered across all occupations. Continuous Improvement skills topics are designed to streamline processes, reduce waste, and maximize worker efficiency through the utilization of problem solving, team building, quality control, and process improvement skills. Training Hours Limitation BFP requests an increase to the standard small business maximum range of training hours from 60 hours to 80 hours. The Company represents that its 2 CRM and Infinisource super users ETP130 SB (02/05/13) 3 of 4

4 will need up to 80 hours of Class/Lab training in order to become proficient and assume the role of in-house trainers for the new platform (Infinisource) launch and implementation. Although BFP is requesting an increase to the maximum hours for its two super users, the weighted average remains below 60 hours. Request to Use Out-of-State Training Vendor BFP has submitted a request to use an out-of-state training vendor for the delivery of computer skills training on their newly purchased proprietary CRM software, Infinisource, scheduled to launch in early Infinisource Workforce Solutions, located in Charlotte, North Carolina, has no other locations and will deliver training remotely from North Carolina. The training via live E-Learning will be delivered to the two proposed BFP super users only (20 hours each). These trainees will then serve as in-house trainers for the rest of the BFP staff. RECOMMENDATION Staff recommends approval of this proposal and the aforementioned modification requests. ETP130 SB (02/05/13) 4 of 4

5 Exhibit B: Menu Curriculum Class/Lab and E-Learning Hours Job Number 1: 8-80 Job Number 2: 8-60 Trainees may receive any of the following: BUSINESS SKILLS Customer Service o Managing Special Requests o FIFO Issue Management, Issue Escalation o Managing Client Expectations o Earning Client Trust o Offering Solutions Communication o Active Listening o & Phone Etiquette o Communication Tone Within Company Brand o Never "Assume," Obtain Clarification o Importance of Written Documentation Conflict Resolution o Employee (Internal) Conflict o Client Conflict Project Management o Organization Standards and Expectations o Protecting Sensitive Information in Queue o Following Up, Confirming, Requesting Information o Quality Control Time Management/Multi-Tasking Marketing & Business Development o Website Management o Website Design o Graphics Training o Brand Development o Marketing Campaigns o Understanding the "Core Message" o Consistency of Brand Message in Communications "Favorite Vendor" Training o Development of "Favorite Vendor" Mantra o Integration Into All Client-facing Transactions o Consistency of Message o Establishing Expectation, Exceeding Expectation Sales Training o Cold Calling o Foot Canvassing o Recognizing the Need of Prospects o Establishing Expectation, Exceeding Expectation o On-Boarding Procedures o General Sales Techniques o Qualification of Leads and Prospects ETP 100 SB (02/05/13) Exhibit B 1 of 4

6 COMPUTER SKILLS Paychoice (Existing Platform) Platform Conversion Analysis for "Triton" Advanced Earning and Deduction Training Report Writer Online Platform Training Payroll Processing Best Practices Quarter End and Year End Processing Tax Variance Corrections Custom Export Builds and Interfaces General Ledger Training Error/Program Halt Resolution End of Day Processing Infinisource (a/k/a "Triton", New Platform) Implementations - New Clients Conversions from Paychoice Advanced Earning and Deduction Training Report Writer Online Platform Training Payroll Processing Best Practices Quarter End and Year End Processing Tax Variance Corrections Custom Export Builds and Interfaces General Ledger Training Error/Program Halt Resolution Existing Client Conversion Training New Client Training Ancillary Service Integration Development of Ancillary Service Interfaces End of Day Processing "Super User" (80 hours requested) Training/Train-the-Trainer Customer Resource Management ("CRM", BureaLink) Payroll Processing Management Client Account Management Ancillary Service Tracking and Management Task and Appointment Management Leads, Prospects, and Referral Partners Management Activity Metrics Development and Tracking Software Platform Management Extraction, Manipulation, and Use of Stored CRM Data. Time and Attenance Training (Swipeclock) Account Set-Up Defining and Writing Custom Processing Scripts and Rules Client Training Payroll Software Interface Conversion to Version 2 of Swipeclock ("Glue"). ETP 100 SB (02/05/13) Exhibit B 2 of 4

7 Encryption E-Delivery Service (Shugo) Client Set-Up Employee Check Stub Delivery "Push" Text Messaging Service Quarter End Processing General Computer Skills Microsoft Office Products Network Folders Offsite Computer/ Access Ancillary Product Interfaces HR Support Center ("HR Answerlink", new vendor TBD) Background Checks ("National Crime Search") Paycards Worker's Compensation Insurace ("ECOMP") Client Custom Software Packages MasterTax Software Client Set-Up Daily Processing UI Rate Management Tax Notice Resolution Variance Corrections Quarter End and Year End Processing COMMERCIAL SKILLS Product Knowledge o Core Payroll Software Knowledge Paychoice (Basic Platform) Infinisource (Internally Branded as "Triton", our new platform to be rolled out January, 2014) o HRIS - Human Resources Information System o Time & Attendance Platforms o Custom Interface Development o Ancillary Product Offerings (Third Party Partner Services) General Accounting Principles o General Ledgers o Debits and Credits o Payroll Costs and Accounting ACH NACHA Rules and Processing Regulatory Changes and Reporting Requirements o Affordable Care Act Training o Tax Regulation Changes o Recognizing "Red Flags"/Know Your Client Due Diligence - Onboarding HCIS Industry Movement Restaurant Payrolls ETP 100 SB (02/05/13) Exhibit B 3 of 4

8 CONTINUOUS IMPROVEMENT Teambuilding o Train-the-Trainer o Coaching o Constructive Criticism versus Defensiveness Process Improvements o Development o Implementation Problem Solving Skills Quality Control Note: Reimbursement for retraining is capped at 80 total hours per-trainee for Job Number 1 and 60 total hours per-trainee for Job Number 2, regardless of method of delivery. ETP 100 SB (02/05/13) Exhibit B 4 of 4