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Orientation Retention Strategy by runout

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									                                 The Johns Hopkins Hospital

Manager’s Guide: Retention Strategy – Year One, Welcome Aboard
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Increasingly, it is more difficult to find good people to support the mission of healthcare. The
best recruitment strategy for any manager is to retain your best people. If you recruit the best
people for your team and then develop them to be effective team players and service providers,
you want them to stay as long as their current position meets their career goals. With an
emphasis n internal promoting, you can increase your effectiveness through employees who
take on ever greater responsibilities. With fewer people entering health care careers, the best
people we can find can be right in our own backyard.

This guide identifies a strategy of simple actions to improve employee satisfaction in the
critical first year of employment. It directs your efforts with a new employee from the time
they are offered their position, through orientation, and through completion of their first year.
This guide is driven by several principles: we care about people, we develop them, we help
them meet their career goals and needs, and we want them to be satisfied in their work in
providing service, collaborating within their workgroup, and working at The Johns Hopkins
Hospital

The objectives of the 1st year of employment and Welcome Aboard are:
   1. Cultivate pride in working at JHH; tell stories about the hospital and departments
   2. Create a bond between each employee and the hospital
   3. Instill a sense of accountability to self, unit/department, and the hospital

The timeline / outline for this guide is:
   1. When someone leaves the department / team
   2. When you have to fill a vacancy
   3. After hire and before employees start date
   4. During hospital orientation
   5. Day One on the department
   6. Week One in the department
   7. Week Two in the department
   8. 1st Month in the Department
   9. 90 day probationary period
   10. 6-month personal check-up
   11. Special notes to mentors and helpers
   12. Building the team through the year
Retention Guide
Page 2



When Someone Leaves the Department / Team:

Objective              Manager                         Staff             Career Services
               Inform exiting employee       Annually evaluate exit    Conduct exit
Know Why
               Annually evaluate exit         interview                  interview
Someone
                interview answers             Give feedback about exit
Leaves:
               Recognize why people           interview results
Conduct an
                leave and why people stay     Determine opportunities
Exit
               Discuss results with staff     to improve the work and
Interview
               Determine opportunities        environment


When You Have to Fill a Vacancy:

 Objective              Manager                         Staff             Career Services
                Review job description       Review postings for job    Enter requisition
                Complete requisition          advancement                 information into
                 form                          opportunities               HR system
Step #1
                Complete Non-Clinical        Tell a friend about        Post position
Position is
                 Waiver Form if needed         opportunities              Coordinate
Posted
                Discuss recruitment          Complete Employee           recruitment
                 efforts with Career           Referral Form if            efforts
                 Services panel                appropriate
                Use Behavioral Event         Interview candidates       Interview and test
                 Interviewing questions       Conduct share day           candidates
Step #2         If hiring multiple
All              employees for same
Candidates       position, ask qualified
Are              candidate if they know
Interviewed      of anyone that would be
                 interested in
                 employment
Retention Guide
Page 3


Filling a Vacancy continued:

 Objective               Manager                         Staff             Career Services
                  Review interview             Give feedback about       Coordinate
                   results                       applicants / share day     reference and
                  Gather feedback about                                    background
                   applicants                                               information on
Step #3           Select top candidates                                    top candidates
The Best          Congratulate staff on                                   Coordinate new
Candidate is       conducting a successful                                  hire paperwork,
Selected           interview and inform                                     occupational
                   them of the start date of                                health screening
                   the new hire                                             and orientation
                  Ask new hire for a new                                   appointments
                   employee referral


After Hire and Before Employee’s Start Date:

 Objective             Manager                            Staff            Career Services
                Manager or Mentor call         Mentor or Manager call    Prepared name
                 to welcome new                  to welcome new             badge
The Unit is      employee before day             employee before day       Complete new
Prepared for     one                             one                        hire folder
New             Identify best practices        Create a dept.
Employee’s       and assign mentor               orientation folder of
Start Date      Formalize dept.                 FAQs and go over with
                 orientation plan for new        new employee
                 employee


During Hospital Orientation:
 Objective                 Manager                                       Staff
                Someone meets with employee:            Staff or mentor has lunch with new
                 - Bring employee to orientation,         hire on day two
Employee
                    or                                   Give mentor information and confirm
Feels
                 - See employee at orientation, or        what will happen the next day and
Welcomed in
                 - Have lunch with new hire on            where to do
Orientation
                    day one
                Ask questions below:
Retention Guide
Page 4


During hospital orientation continued:

   Questions for New Hire While in Orientation:
      1. Did everything go well for your new hire paperwork and pre-hire appointments?
      2. How is orientation going?
      3. Any questions about when or where you will report to work on your 1st first day?
      4. Do you have any questions about your department orientation schedule?


Day One in the Department:
 Objective                       Manager                                      Staff
                 Lunch with the manager, supervisor             Be a Mentor!
                  and/or staff                                   If from out of town, assign to
                 Bulletin Board welcome sign                     another mentor for city/county
                 Flyer posted of arrival of new person           acclimation
                 Introductions to all staff on the team         Have a Welcome breakfast
Employee         Outline breaks/lunch times                     Give orientation tool kit
Feels            Distribute and review orientation material
Welcomed          (see below)
                 Review department norms
                 Allow ½ hr at the end of the day to meet
                  new hire to ask questions and to get a
                  referral
                 Ask questions on last page

Questions for New Employees after 1st Day in Department:
   1. How did your first day go?
   2. Did you feel someone was available to answer your questions whenever you had any?
   3. Was there anything that occurred today that concerned you in any way?
   4. Did people meet with you on a timely basis and review the information that was
       outlined in your department orientation?
   5. Have you been introduced to peers, supervisors, and others?
   6. What do you need?

Orientation Materials (referred to in Day One above)
       Part of creating the right expectation for new employees is to show them that you are
       organized and prepared for their successful entry to the organization. That expectation
       is met whe you clearly address: accountability to service, teamwork, mission, and
       competency to meet the needs of clients and objectives of the hospital and the
       department.
Retention Guide
Page 5


Orientation materials will, of course vary by department and workgroup, but should include:
- Welcome letter
- Orientation outline
- “Need-to-Know” list – people, departments, phone numbers
- Hospital tour
- Website and resource information
- Department brochures – what expectations we create for clients
- Mission of the hospital and the department
- Department Structure
- Key objectives of Hopkins Medicine, the Hospital, and the Department
- Departmental standards
   - Job competencies
   - Code of Conduct
   - Confidentiality (HIPAA on-line classes)
   - Teamwork
   - Service
   - Patient satisfaction feedback
   - Employee satisfaction feedback
   - Standard operating procedures, eg. Payroll, ordering supplies, requested time-off, etc.
- Meeting schedules
- Calendar of hospital, employee, department events

Week One in the Department:

 Objective                     Manager                                         Staff
                  E-mail welcome after new employee           Lunch with a staff member each
                   receives password access                     day.
                  Inform other departments and make           Allow employee ½ hr each day to
New
                   introductions with new staff member          review checklist, ask questions and
Employee
                  Allow 1 hour at the end of the week          identify areas of need
Feels
                   to ask questions and to get a referral      Introduce employee to other staff
Comfortable
                  Meet with mentor(s) to evaluate new          members
in
                   employee’s progress.                        Show new employee by setting
Surroundings
                  Give positive feedback                       example and walking them through
                  Identify opportunities                       their questions’
                  Ask questions on last page                  Identify opportunities

After 1st Week in Department:
   1. Is there any aspect of your job that you wished we would have focused more attention
        on during your first week?
   2. Is there anything that you think we could change to help other new staff during their
        first week on the job here?
Retention Guide
Page 6


Week One continued:
  3. What was the best part of your first week?
  4. What was the most challenging thing you had to deal with this week?
  5. How well do you think you are doing in your job?
  6. If you had questions, was someone always available to answer them?
  7. Have you been introduced to everyone?
  8. Do you feel that everybody is welcoming to new staff?
  9. Is there something that comes to mind that you feel we haven’t explained fully?


Week Two in the Department:

 Objective                       Manager                                     Staff
New             Allow 1 hour at the end of the week to ask        Lunch with a staff member
Employee         questions asked after Week One; are answers        each day
Has Initial      the same?                                         Make a point to include the
Questions                                                           new employee
Answered


1st Month in the Department:

 Objective                        Manager                                    Staff
                Celebrate completion of department                Celebrate completion of
                 orientation                                        department orientation
                Recognize mentors (gift certificates, flowers,
                 goodie jar)
                Allow 1 hour at the end of the month for
                 questions and to get a referral
Orientation     Ask questions on last page
Completed;      Develop specific goals and expectations
Improvement      collaboratively with the new employee
Strategies      Develop formal and informal training plan
Identified      Develop agreement on communication and
                 performance feedback needs including time
                 frame for formal and informal evaluation and
                 follow-up
                Provide feedback on your observation of new
                 employee’s level and quality of interaction
                 with coworkers and supervisors.
Retention Guide
Page 7


After 1st Month continued:

Questions to Ask After 1st Month in Department:
   1. What part of your job do you find most rewarding?
   2. What part of your job makes you feel successful?
   3. Tell me about some of your successes during your first month.
   4. Do you feel this job meets your expectations?
   5. Do you have any suggestions on process improvements?
   6. Are there any aspects of your job that you need more training?
   7. Do you know of anyone that would be interested in working at Hopkins?
   8. What areas of your work would you like more feedback on?


90 Day Probationary Period:

 Objective             Manager                                 Staff
New           Code of Conduct is part of         Give feedback for probationary
Employee       probationary evaluation             evaluation
Demonstrates  Complete probationary
Competence     evaluation


6 Month Personal Check:

 Objective               Manager                                Staff
                Special meeting on how it’s      Allow most recent new hire to
Employee         going                             give testimonials regarding
Likes           Verify employee’s goals           mentors/orientation
Working         Discuss career development       New employee to review
Here                                               orientation packet for
                                                   updates/changes, deletions

1st Year Check:

 Objective               Manager                               Staff
                Send personal note thanking      Simple celebration with staff and
                 employee for 1st year of          management
1st Year
                 service
Completion
                Get employee’s 1st year
Celebrated
                 perceptions
                Review future goals
Retention Guide
Page 8


Special Notes to Mentors and Helpers:

 Objective                                           Manager
                  Allow time for mentors to spend time with orientees
                  Gift certificates at restaurant, etc.
                  Send letters of thanks
Demonstrate       Notify staff of retention statistics
Caring and        Celebrate retention
Appreciation      Instant Reward Program
for Having        Be visible to staff on all shifts
the New           Celebrate department successes
Employee          Display letters of thanks received from outsiders
                  Determine department factors/report card
                  Encourage work place humor
                  Celebrate employee’s anniversary publicly

								
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