personnel management hire and keep the best

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?