NU 520: HUMAN RESOURCE MANAGEMENT

MANAGING HUMAN PERFORMANCE…A MODEL FOR LEADERSHIP ADAPTED FROM NAURIGHT 19..)

Work analysis Recruitment Selection and interviewing Staffing Staff development and

orientation Retention Performance evaluation Rewards and recognition Disciplinary actions

WORK ANALYSIS Organization mission,

vision, values (MVV) Department MVV Customer needs and

satisfaction Environmental

assessment Work processes, flow

and roles Improvement

opportunities

WORK ANALYSIS (CONT.)

“Right role in the right place at the right time doing the right work at the right cost for quality care.” E. C. Murphy LLC/VHA

Work activities analysis Role description and performance expectations Role complexity, role focus and role overlap Education, experience, and capabilities

SELECTION TECHNIQUES

Resumes References Interviews

Behavioral Interviewing Work History Review (Career Anchor Analysis)

THE CONCEPT OF “FIT”

The Southwest Airlines experience… “HIRE FOR ATTITUDE, TRAIN FOR SKILLS” Think about whether you can teach people

things like work ethic, valuing others, humor, humility...

RESELECTION IS THE PROCESS OF CONTINUING TO ASSESS FIT...

Customer/patient needs change

Organizations evolve and roles change

As individuals grow and mature, their goals and priorities tend to change

STAFF DEVELOPMENT

ORIENTATION Organizational

information Competency

assessment Learning plan SOCIALIZATION Roles and teams Social activities

BECOMING AN EXPERT (BENNER) Novice Advanced

Beginner Competent Proficient Expert **Important to

recognize how learning occurs at each level...

JCAHO COMPETENCY STANDARDS

“Demonstrate that individual was competent when you hired them and remains so for duration of employment…”

Performance description Competency assessment/skills list Performance evaluation Licensure, education, certification Mandatory training/other requirements (safety,

age-specific, CPR, health status etc.

PERFORMANCE DESCRIPTION ELEMENTS

Position summary Responsible to/for Major categories of

position Specific performance

expectations Performance standards Evaluation criteria Education and experience

PERFORMANCE DESCRIPTION: EXAMPLEPosition Summary: The servicecoordinator is responsible foroverseeing all functions associatedwith the information desk in thepatient lobby to assure timelyassistance to enhance patient andvisitor satisfaction.

Responsible To: Customer Service Director

Responsible For: Service desk clerks Assigned volunteers and students

Education: High school diploma Customer service course

Experience: Previous position incustomer service area, dataentry using computer,telephone triage

CATEGORY Responsibility

PerformanceStandard(s)

EvaluationCriteria

INFORMATION SYSTEMS Maintain current organizationaland patient information withinsoftware systems to promoteaccurate, timely assistance

Patient information is updatedtwice daily using admissionsreports

Organizational information isreviewed at least monthly

Random checks show lessthan 5 % errors or omissionsin patient data

Log showing organizationalinformation review everymonth current

COMPETENCY ASSESSMENT

Defining critical competencies

Mechanisms for assessing competencyChecklistsSimulationsPaper and pencilObservationOther?

HALLMARKS OF EFFECTIVE EVALUATION Clear expectations and measurable evaluation criteria Expectations reflect most important aspects of role Systematic, reliable data collection Feedback and coaching occur throughout period > no

surprises Meaningful two-way communication and interaction Mutually agreed upon goals and growth plans

SPECIAL CONSIDERATIONS...

Minimizing biasRecencyHalo Insufficient data

Diversity issues Impaired

employees

REWARDS AND RECOGNITION

“Show me the money?!” What does the research tell us?? Individual preferences and effective recognition What are some of the ways you have been

given meaningful rewards or recognition?