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Picking the Right OneHuman Resource Experts: Mary Mallory, Wilson County HR DirectorTondra Talley, Wilson County HR

Facilitators:Christy Nash and Darrell RenfroeState of NC DSS (Local Support Managers)

1AgendaOverviewHigh Cost of TurnoverThe Hiring ProcessThe Employee Needed for todays DSS Environment of NCFAST and WSSTraining NeedsOther Considerations

2The Enormous Cost of TurnoverEmployee Cost+Loss of Productivity+Cost to Hire and Train+Many Days to Productivity

Income Maintenance Worker II Turnover Cost = $30,000-$50.000

3NC FAST and WSS ChangesUniversal Workers

ReceptionSupervision Issues

Triage/Intake

Task Management

No Wrong Door4

Redesigning Service DeliveryThe Hiring Process FlowHelpful Information from Wilson County HR Team:

Mary Mallory, Wilson County HR Director

Tondra Talley, Wilson County HR

5The Hiring Process: Assessment ConsiderationsWhere are our greatest needs? What are our opportunities to do things differently?Where do we have the most flexibility?

OpportunitiesNon-traditional classifications Flexibility in hiring The ability to segregate work elements where learning curve is shorter so get workers up-to-speed fasterPromoting from WithinContracting or temporary workers

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http://www.osp.state.nc.us/Guide/CompWebSite/Classification/classification.htm

DONT FOCUS ON THE POSITION CLASSIFICATION! FOCUS ON THE NEEDS AND HOW YOU WANT TO DO BUSINESS. Dont try to make the job fit into the classification. Make the job fit into the outcomes you want to accomplish

Orange Co Human Services Specialist (equiv. to an IMC II, but doesnt require the years of experience as an IMC I getting lots of good applicants who have no history there). Buncombe - Public Information Assistant V. Public Information Assistants give information in person and by telephone in response to inquiries. This information includes the identification, location and general responsibilities of organizations, functions, programs, activities, operations and personnel of agencies and offices. At the higher levels, assistants may explain program policies and procedures to the general public and resolve complaints. PCG Human Services4/29/2015www.pcghumanservices.com6The Hiring Process: Develop a ProfileThink about your performer(s) when considering your next hire:What skills are required for a candidate to be successful?Is there a realistic job preview you can provide in the posting?What prior experience has led a person to be successful in this role?What constitutes a good personality fit in this position?If someone was not successful, why?

What hard skills are needed? Are there challenges? (i.e. work environment, long hours/busier times, advancement for opportunity, how much opportunity for learning, personalities in the office, past failures and why). These are the things we will be talking about to improve hiring and ultimately retention. More and more proposals are now coming in looking for information on turnover levels.

.7The Hiring ProcessTechnical Attained through education, training and repetitionThe ability, coming from one's knowledge, practice, aptitude, etc., to do something well

NC FAST Data EntryInterviewingMathematics/Budgeting Translation Written/Verbal Computer Maneuverability 8Behavioral Trait belonging to a person

A quality characteristic

TeamworkCulture Fit Prioritization Organization SkillsHandling Difficult SituationsGood Communication Skills

PCG Human Services4/29/2015www.pcghumanservices.com8The Hiring Process: PostingUNC SSW Jobs List: http://ssw.unc.edu/dssjobsnc/jobs_list

North Carolina Association of County Commissioners Jobs

County Webpage

Colleges/Universities

Local Community Organizations

Free Job Posting Sites

Twitter: #ncjobs

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There shouldn tbe a willy nilly posting. Dont be biased in the process by only posting it one place. Look for places where it is free to postPCG Human Services4/29/2015www.pcghumanservices.com9Utilizing Private Agencies to Screen for Hiring PositionsHuman Resource Solutions: Greg Mayo, CEO, Hendersonville, NC His area of specialty: He currently works with organizations to improve employee selection and retention processes by reducing turnover, leadership development training, developing effective sales techniques, team development training, and employee evaluation systems. This company uses scholastic tests, psychological tests, surveys, questionnaires, etc. to appropriately screen out those with less skill or who have some hidden emotional issues.Many NC Counties Utilize this Agency10Utilizing Private Agencies (Continued)Developmental Associates: Dr. Steve Strauss, CEO (Chapel Hill, NC)Their area of specialty: They evaluate candidates through several major steps: Applicant survey with several difficult questions;An On Line Emotional IQ test;A Telephone Interview;Assessment Process where all top applicants meet with community leaders and County Human Resource staff where candidates have to present a Power Point Presentation; Role play an employee corrective action scenario and write an essay suggested by the hiring agency.

11The Hiring Process: Interviewing & Selecting Behavioral Interviewing: Conduct behavioral based interview focused questions such as: leadership, attention to detail, stress management, customer focus, etc. 12

Developing a Behavioral Interviewing Process - The steps to develop a behavioral interviewing process include:

Selection: The process of matching people and jobs. The decision-making process in hiring it typically involves multiple interviews and it may make use of performance tests and assessment centersPCG Human Services4/29/2015www.pcghumanservices.com12The Hiring Process: Interviewing and Selecting (Continued)Identifying which job competencies to focus on during interviews.Developing and asking the right interview questions designed to provide as much information as possible about the interviewees experience in each competency by detailing a specific situation in the past where they exhibited a particular competency.Each question should be designed to elicit three specific pieces of information:A description of the situation. The interviewees role, responsibility or action in the example.The specific outcome of the situation.

1314CompetencyQuestionTeamworkWhat did you do in your last job to contribute toward a teamwork environment?When working on a team, what role do you usually take? Why?Decision-MakingCan you tell us about a really difficult decision you had to make at work recently?Working EnvironmentHow have you handled a difficult situation with a co-worker?

Handling FrustrationTell me about a time in which you could not finish a task because of lack of information. How did you handle it?CommunicationRelate a time in which you had to use your verbal communication skills in order to get an important point across.

Stress ToleranceCan you recall a particularly stressful situation you have had at work recently? What was your role in the situation? Did you do anything specific to deal with the stressThe Hiring Process: Interviewing & Selecting Technical Interviewing: Addressing specific, desired skill through interview focused questions and performance tests on subjects such as: computer skills, budgeting, conflict management, and data input.

Developing a Technical Interviewing Process - The steps to develop a technical interviewing process are much like those for behavioral and include:Identifying which job skills to focus on during interviews.Asking the right interview questions and developing the right tests designed to provide as much information as possible about the interviewees abilities.

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Questions1617Flexible Objective Fair Able to delegate Problem-Solver Good Communication Skills Honest Ethical Able to Show Praise Solution-focused Available Approachable Able to mentor/coachMotivates Provides feedback Promotes Team Passionate Innovative High Emotional Intelligence Hard worker Results/Data Driven Respectful Role Model How should I organize this slide? Ask people to describe good supervisors. Admit to having polled people?PCG Human Services4/29/2015www.pcghumanservices.com17