healthcare retention conference presentation: clarian health
TRANSCRIPT
CAREER QUESTCAREER QUEST®®CAREER DEVELOPMENT AT CAREER DEVELOPMENT AT
CLARIAN HEALTHCLARIAN HEALTH
Retaining Your Healthcare Workforce: Creating Retaining Your Healthcare Workforce: Creating Career Development Programs for Valued Career Development Programs for Valued
Employees Employees
Oak Brook, IllinoisOak Brook, Illinois
September 28, 2004September 28, 2004
OBJECTIVESOBJECTIVES
• Describe Clarian Health Partners Describe Clarian Health Partners • Describe Clarian’s Career QuestDescribe Clarian’s Career Quest®®
career development programcareer development program• Identify outcomes, successes, and Identify outcomes, successes, and
lessons learnedlessons learned• Discuss future plansDiscuss future plans
PanelistPanelist
Sherry Makely, Ph.D., RT(R)Sherry Makely, Ph.D., RT(R)
Administrative Projects ManagerAdministrative Projects Manager
Division of Academic AffairsDivision of Academic Affairs
Clarian Health PartnersClarian Health Partners
Indianapolis, IndianaIndianapolis, Indiana
[email protected]@clarian.org
317/962-3282317/962-3282
CLARIAN HEALTHCLARIAN HEALTH
1997 consolidation of Methodist Hospital, 1997 consolidation of Methodist Hospital, Indiana University Hospital, Riley Hospital Indiana University Hospital, Riley Hospital for Childrenfor Children
outpatient clinics, physician practices, outpatient clinics, physician practices, occupational health centers, community occupational health centers, community health centers, home care agency, billing health centers, home care agency, billing services, health insurance companyservices, health insurance company
founders: Indiana University and the founders: Indiana University and the Methodist ChurchMethodist Church
CLARIAN HEALTHCLARIAN HEALTH
Private, nonprofit Private, nonprofit Employs 10,000+ peopleEmploys 10,000+ people Three downtown hospitalsThree downtown hospitals Two new hospitals under constructionTwo new hospitals under construction Statewide networkStatewide network
WORKFORCE CHALLENGESWORKFORCE CHALLENGES
Economic problems at State level Economic problems at State level Unemployment and dislocated workers Unemployment and dislocated workers Bio Crossroads: life sciences, biotechBio Crossroads: life sciences, biotech Competition with area health care Competition with area health care
employers, limited pool qualified workersemployers, limited pool qualified workers 6 hospital networks, 4 heart hospitals6 hospital networks, 4 heart hospitals Labor shortages—RNs, allied health Labor shortages—RNs, allied health
professionalsprofessionals
EDUCATION AT CLARIANEDUCATION AT CLARIAN
450+ grads in 3 yrs; 40% work at 450+ grads in 3 yrs; 40% work at Clarian Clarian
Educational Services/Academic AffairsEducational Services/Academic Affairs– Employee Education and Career DevelopmentEmployee Education and Career Development– Nursing and Allied Health Continuing Nursing and Allied Health Continuing
EducationEducation– Health Sciences Education ProgramsHealth Sciences Education Programs– Informatics EducationInformatics Education– Library and Media ServicesLibrary and Media Services
HEALTH SCIENCES HEALTH SCIENCES EDUCATION PROGRAMSEDUCATION PROGRAMS
Central Service TechnicianCentral Service Technician Electroneurodiagnostic TechnologistElectroneurodiagnostic Technologist
Emergency Medical TechnicianEmergency Medical Technician ParamedicParamedic
Clinical Laboratory ScientistClinical Laboratory Scientist Nuclear Medicine TechnologistNuclear Medicine Technologist
Radiation TherapistRadiation Therapist RadiographerRadiographer
Respiratory TherapistRespiratory Therapist Clerical SkillsClerical Skills
Pharmacy TechnicianPharmacy Technician Medical AssistantMedical Assistant
Surgical TechnologistSurgical Technologist Certified Nursing AssistantCertified Nursing Assistant
Medical CoderMedical Coder Healthcare Maintenance TechHealthcare Maintenance Tech
EchocardiographyEchocardiography Rehabilitation TechnicianRehabilitation Technician
Cardiac Cath TechnologistCardiac Cath Technologist EKG TechnicianEKG Technician
Telemetry TechnicianTelemetry Technician Physician Assistant Physician Assistant
OUR APPROACHOUR APPROACH
Use training and development Use training and development opportunities to enhance employee opportunities to enhance employee
recruitment, retention, job recruitment, retention, job performance, and job satisfactionperformance, and job satisfaction
GROW OUR OWN WORKFORCEGROW OUR OWN WORKFORCE
ADDRESSING CHALLENGESADDRESSING CHALLENGES
Array of classes, courses, training Array of classes, courses, training programs, and educational support servicesprograms, and educational support services
Variety of educational methods (classroom, Variety of educational methods (classroom, e-learning, self-directed learning, tutoring) e-learning, self-directed learning, tutoring)
eLMS and Learning @ ClarianeLMS and Learning @ Clarian Informatics education (computer training) Informatics education (computer training)
for all levels of workers for all levels of workers Basic SkillsBasic Skills
CAREER QUEST®CAREER QUEST®
Started in 1997 to enhance job performance Started in 1997 to enhance job performance and retention in Environmental Services and retention in Environmental Services
Open to all employeesOpen to all employees Provides free career counseling, Provides free career counseling,
occupational and skill assessments, classesoccupational and skill assessments, classes
CAREER QUEST®CAREER QUEST®
Opportunity for people at all levels of the Opportunity for people at all levels of the organization to achieve their potentialorganization to achieve their potential
Employees set realistic goalsEmployees set realistic goals Progress from “where they are now” to Progress from “where they are now” to
“where they eventually want to be” within “where they eventually want to be” within the Clarian systemthe Clarian system
Based on “promoting from within”Based on “promoting from within”
CAREER QUEST®CAREER QUEST®
Choose One of Four PathwaysChoose One of Four Pathways
Enhance performance in current jobEnhance performance in current job
Get accepted into a training programGet accepted into a training program
Get a new job within ClarianGet a new job within Clarian
Life-long learning for personal growthLife-long learning for personal growth
CAREER QUEST®CAREER QUEST®
Choose One of Five TracksChoose One of Five Tracks– Clinical (patient care, nursing, allied health)Clinical (patient care, nursing, allied health)– Business (clerical, finance, IS, secretarial, Business (clerical, finance, IS, secretarial,
insurance, billing, coding, etc.)insurance, billing, coding, etc.)– Support (dietary, customer service, Support (dietary, customer service,
communications, etc.)communications, etc.)– Facilities (environ. svcs, maintenance, etc.)Facilities (environ. svcs, maintenance, etc.)– Leadership (team leader, supervisor, mgr., etc.)Leadership (team leader, supervisor, mgr., etc.)
CAREER QUEST®CAREER QUEST®
– During first 6 months of employmentDuring first 6 months of employment» get acclimated to new job and do wellget acclimated to new job and do well» CQ to “Enhance Skills in Current Job” ORCQ to “Enhance Skills in Current Job” OR
“ “Life-Long Learning for Personal Growth”Life-Long Learning for Personal Growth”
– After first 6 months of employmentAfter first 6 months of employment» begin efforts to gain acceptance into a training program OR get new begin efforts to gain acceptance into a training program OR get new
job within Clarianjob within Clarian
– CQ activities done on employee’s own time unless CQ activities done on employee’s own time unless
supervisor approves otherwisesupervisor approves otherwise
CAREER QUEST®CAREER QUEST®
Uses a travel and adventure themeUses a travel and adventure theme Learning and advancing should be funLearning and advancing should be fun Questors (employees enrolled in CQ)Questors (employees enrolled in CQ) Guides (career counselors in Educational Guides (career counselors in Educational
Services, Environmental Services, etc.)Services, Environmental Services, etc.) Career Gear (passports, MAPS, pocket Career Gear (passports, MAPS, pocket
calendars, pins, compasses, etc.)calendars, pins, compasses, etc.)
CAREER QUEST®CAREER QUEST®
– Career Resource Centers on both campusesCareer Resource Centers on both campuses– Career reference materialsCareer reference materials– Computer tutorialsComputer tutorials– GED preparation and Basic Skills instruction GED preparation and Basic Skills instruction
(reading, writing, English, math)(reading, writing, English, math)– English as a Second Language, Spanish courses English as a Second Language, Spanish courses – Enrichment classes, Life Skills classesEnrichment classes, Life Skills classes– Job shadowingJob shadowing– Resume writing, interviewing skillsResume writing, interviewing skills
CAREER QUEST®CAREER QUEST®
New CQ2 launched September 2004New CQ2 launched September 2004 Uses educational technology Uses educational technology 6 new Web-based courses 6 new Web-based courses First step: “Computers Don’t Byte” class First step: “Computers Don’t Byte” class Interactive and individualized Interactive and individualized New courses provide virtual “guide” New courses provide virtual “guide”
CAREER QUEST®CAREER QUEST®
Self-paced, questors have 24/7 accessSelf-paced, questors have 24/7 access Courses include on-line assessments, Courses include on-line assessments,
learning assignments, resources, and MAPs learning assignments, resources, and MAPs Check-Points between courses for face-to-Check-Points between courses for face-to-
face contact with CQ Coordinator & staffface contact with CQ Coordinator & staff Questors interact electronically with other Questors interact electronically with other
questors, educational counselors, and questors, educational counselors, and subject matter expertssubject matter experts
OUTCOMESOUTCOMES
CQ is improving recruitment and retentionCQ is improving recruitment and retention New hires “waiting for job at Clarian” due New hires “waiting for job at Clarian” due
to opportunities available hereto opportunities available here Current employees “want to stay at Clarian” Current employees “want to stay at Clarian”
since other employers don’t have CQsince other employers don’t have CQ Managers report improved attendance and Managers report improved attendance and
job performance among questorsjob performance among questors
OUTCOMESOUTCOMES
Increased employee morale Increased employee morale Enhanced service excellence provided by Enhanced service excellence provided by
happy employeeshappy employees Promoting entry-level workers expands Promoting entry-level workers expands
diversity throughout the organizationdiversity throughout the organization Strengthens the community and familiesStrengthens the community and families
CAREER QUEST®CAREER QUEST®
CQ recognized as “Best Practice” by CQ recognized as “Best Practice” by American Hospital Association and other American Hospital Association and other organizationsorganizations
Clarian awarded Goodwill Industries’ Clarian awarded Goodwill Industries’ “Employer of the Year” for 2nd time for “Employer of the Year” for 2nd time for helping area residents overcome helping area residents overcome employment barriers and advance in their employment barriers and advance in their careerscareers
MAKING IT WORKMAKING IT WORK
Administration invests in employees (human Administration invests in employees (human capital)capital)
Managers support career development; flex Managers support career development; flex schedules schedules
Foster a “promote from within” philosophyFoster a “promote from within” philosophy Remove stigma of entry-level service workers Remove stigma of entry-level service workers ““Internal attrition” is good for the organizationInternal attrition” is good for the organization Leaders involved (SME’s, job shadowing, Leaders involved (SME’s, job shadowing,
teaching)teaching)
EDUCATIONAL ASSISTANCEEDUCATIONAL ASSISTANCE
Career QuestCareer Quest Scholarships Scholarships » $500 every 6 months $500 every 6 months » complete 42+ hours of approved educationcomplete 42+ hours of approved education
» basic skills, GED, ESL, classes, computer training basic skills, GED, ESL, classes, computer training » Env. Svcs, Transportation, Dietary, Clinical Eng.Env. Svcs, Transportation, Dietary, Clinical Eng.» Offsets less income from not working 2nd jobOffsets less income from not working 2nd job» Must be in Career Quest®, not on corrective actionMust be in Career Quest®, not on corrective action
CAREER RESOURCE CAREER RESOURCE CENTERSCENTERS
Both campuses, employee access 24/7Both campuses, employee access 24/7 Basic skills instructors, career counselors Basic skills instructors, career counselors Assessments (interests, TABE, ACT Work Keys) Assessments (interests, TABE, ACT Work Keys) Career resources (job descriptions, salary ranges, Career resources (job descriptions, salary ranges,
labor projections, education/license requirements)labor projections, education/license requirements) Internet searches, CAI modules, ELLIS softwareInternet searches, CAI modules, ELLIS software Information on training programs, colleges, Information on training programs, colleges,
scholarships, etc.scholarships, etc.
SCHOOL AT WORK SCHOOL AT WORK PROGRAMPROGRAM
Employees working on advancementEmployees working on advancement DOL grant; Anne Arundel Community DOL grant; Anne Arundel Community
College in Maryland and Catalyst LearningCollege in Maryland and Catalyst Learning Two semesters, DVDs and Web Two semesters, DVDs and Web
assignmentsassignments Topics: Intro to Health Care, math, ethics, Topics: Intro to Health Care, math, ethics,
communication, professionalism, medical communication, professionalism, medical terminology, anatomy, leadership, etc.terminology, anatomy, leadership, etc.
CQ scholarships for participantsCQ scholarships for participants
IMPACT OF T&D IMPACT OF T&D INITIATIVESINITIATIVES
Motivates, empowers educators because Motivates, empowers educators because they see the results every daythey see the results every day
Motivates, empowers employees because Motivates, empowers employees because they have resources available to them that they have resources available to them that are not available elsewhereare not available elsewhere
Timing couldn’t be better due to labor Timing couldn’t be better due to labor shortages and interest in career shortages and interest in career developmentdevelopment
APPLICATIONS & APPLICATIONS & CONSIDERATIONSCONSIDERATIONS
Can be scaled down and customized for Can be scaled down and customized for smaller organizations and in other industriessmaller organizations and in other industries
Start small and build on successes Start small and build on successes Set goals, priorities and expect to take Set goals, priorities and expect to take
longer than you estimate longer than you estimate Watch for opportunities when you least Watch for opportunities when you least
expect themexpect them
APPLICATIONS & APPLICATIONS & CONSIDERATIONSCONSIDERATIONS
Search internally and externally for partnersSearch internally and externally for partners Seek a win-win situation for everyoneSeek a win-win situation for everyone Nurture partners and relationshipsNurture partners and relationships Be creative with funding, not just budgetsBe creative with funding, not just budgets Administration must be on board with youAdministration must be on board with you How does career development support your How does career development support your
organization’s mission and values?organization’s mission and values?
THINGS TO KEEP IN MINDTHINGS TO KEEP IN MIND
Ensure that educators are fully committed to Ensure that educators are fully committed to helping everyone grow and advancehelping everyone grow and advance
Culture of “promoting from within” Culture of “promoting from within” You can never communicate too muchYou can never communicate too much Celebrate successes and make them visible Celebrate successes and make them visible Consider newsletter like the PathfinderConsider newsletter like the Pathfinder Be patient Be patient
FUTURE PLANSFUTURE PLANS
Seek external funding to increase career Seek external funding to increase career counseling resourcescounseling resources
Connect staff development with corporate Connect staff development with corporate initiatives (Contribution Management, initiatives (Contribution Management, Quality Improvement, Retention, etc.Quality Improvement, Retention, etc.
Continue to enhance on-line CQ courses, Continue to enhance on-line CQ courses, increase interactivityincrease interactivity
Investigate licensing CQ for other hospitalsInvestigate licensing CQ for other hospitals