Replacements, Ltd. - Psychologically Healthy Workplace Conference, Employer Experience Session

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Replacements, Ltd. demonstrates the real-world application of workplace practices that foster employee well-being and organizational performance in this "Employer Experience" session from the APA …

Replacements, Ltd. demonstrates the real-world application of workplace practices that foster employee well-being and organizational performance in this "Employer Experience" session from the APA Practice Organization's 2009 Psychologically Healthy Workplace Conference. Presenter: Jeanine M. Falcon, Ed.S, SPHR, Vice President, Human Resources.

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  • 1. Replacements, Ltd.
    Greensboro, North Carolina
    Employer Experience
    Jeanine M. Falcon, Ed.S, SPHR
    Vice President, Human Resources
  • 2. Agenda
    • Who are we and what do we do?
    • 3. Our Workplace Practices
    • 4. Employee Involvement
    • 5. Health and Wellness
    • 6. Employee Growth and Development
    • 7. Work-Life Balance
    • 8. Employee Recognition
    • 9. Benefits: to our Employees and Company
    • 10. Lessons Learned
  • Who are we and what do we do?
  • 11. Replacements, Ltd.
    We create, honor, and preserve
    traditions by connecting our
    customers with their most cherished
    memories.
  • 12. Replacements, Ltd.
    • Founded in the attic of his home by Bob Page in 1981 with one part-time employee
    • 13. Grown into the world’s largest
    supplier of old and new china,
    crystal, silver and collectibles
    • Inventory of more than 13 million pieces from over
    300,000 patterns-- almost 10 million customers worldwide
    • Employs more than 540 associates with 2008 sales over $85M
  • Replacements, Ltd.
    Company Numbers
    • 9,646,558 customers
    • 14. 13,353,974 pieces
    • 15. $275,778,661 retail value
    • 16. 207,294 china patterns
    • 17. 46,750 crystal patterns
    • 18. 36,480 flatware patterns
    • 19. 9,017 collectible patterns
    • 20. 8,200 manufacturers
    • 21. 50,000 shelves
    • 22. 415,800 square feet
    • 23. 3 warehouses
  • Warehouse and Inventory
    All product is unboxed,
    identified, inspected, imaged,
    prepped for shelving…
  • 24. Managing Inventory Database
    …and
    placed on
    one of our
    50,000
    shelves
  • 25. www.replacements.com
  • 26. Our Beautiful Showroom
  • 27. Replacements, Ltd. is Committed to:
    • Maintaining our position as a world leader in tableware
    • 28. Achieving long-term business results that enable us to thrive
    • 29. Providing an open, honest and rewarding workplace
    • 30. Building meaningful relationships and delivering exceptional service
    • 31. Improving our community by actively giving
    • 32. Creating, preserving and sharing our knowledge
  • What brought us here today?
    Our Workplace Practices
  • 33. Starts With Employee Involvement:
    • Employees are our partners
    • 34. Set the tone at Orientation
    • 35. Quarterly Employee Meetings
    • 36. Chairman and President’s Roundtable
    • 37. Benefits Manager Meetings
    • 38. Continuous Improvement Suggestion Program
    • 39. Employee Opinion Surveys
    • 40. Employee Councils
    Wellness Council
    Community Affairs Council
    Safety Council
    Diversity Council
  • 41. Employee Growth and Development
    • Replacements Ltd Corporate University (RLCU)
    • 42. Over 80 Courses
    • 43. 4 Tracks (Personal Growth, Technical, Product and Managerial)
    Personal Development:
    • Stress Management
    • 44. Managing Change
    • 45. Dealing with Grief
    • 46. Parenting
    • 47. Emotional Intelligence
    • 48. Diversity Training
    • 49. 4 Chambers of the Heart Leadership Model*
    Product Development:
    • China, Crystal, Silver, Etc
  • Employee Growth and Development Continued:
    • Technical Development:
    • 50. MS Word, Excel, Outlook, PowerPoint
    • 51. Leadership Development:
    • 52. Time Management
    • 53. Respectful Confrontation*
    • 54. Respectful Communication*
    • 55. Intention, Behavior, Results Model*
    • 56. HILS Training (Helping Individuals Lead)
    • 57. Executive Coaching
    • 58. Other
    • 59. Tuitions Reimbursement
    • 60. Executive Coaching
    • 61. Leadership Development
  • Work Life - Balance
    • Policies and Practices that support Work/Life Balance
    • 62. Parent Education Leave
    • 63. Schedule Adjustments
    • 64. Flexible and Remote Scheduling
    • 65. Generous Leave Time Policy and Attendance Policies
    • 66. Leave of Absence
    • 67. Pets in the Workplace
    • 68. On-Site Counselor (free to employees)
    • 69. On-Site Chair Massage (.50 a minute)
  • Specific Practice: On Site Counselor
    • Began in 1998 as part-time, now full time
    • 70. Certified Psychotherapist
    • 71. 90+ employees participate (17%)
    • 72. Average EAP sees 2-3%
    • 73. Significance for the LGBT community
  • Additionally…
    • We know that Depression and associated mood disorders are now the 2nd most common diagnosis in America as well as the 2nd most frequent cause of absenteeism in the workplace.
    • 74. Lack of treatment is related to three key factors:
    the average person can not afford long-term outpatient psychotherapy
    there is significant inconvenience in making long-term outpatient trips to a clinic
    there is significant stigma associated to confiding in a perfect stranger regarding our most personal life challenges.
  • 75. Specific Practice: Pets in the Workplace
  • 76. Health, Wellness and Safety:
    • Follow best practices and ask your employees
    • 77. Make sure your policies incent desired results
    • 78. Make it fun! Safety Theme Contest 2008:
    “The most fragile thing at Replacements is not our inventory. It’s our employees!”
    • Make sure your policies incentivize the desired results
    • 79. Employee Sponsored Councils:
    • 80. Wellness Council
    • 81. Safety Council
    • 82. Community Affairs Council
  • Specific Practice: On Site Occupational Health Nurse
    • Began in 2002 as a result of trends
    • 83. Advises Wellness Committee
    • 84. Wellness Fair
    • 85. Health Risk Assessments
    • 86. Morale Booster
    • 87. Re-energized Safety and Training Efforts
    • 88. Conducts Trainings
    • 89. CPR
    • 90. First Aid
    • 91. Code Red Program
    • 92. Exercise and Ergo Programs
  • Recognition
    • Employee of the Month
    • 93. Employee of the Year
    • 94. Healthy Living Certificates
    • 95. Departmental and Company wide luncheons
    • 96. Newsletter
    • 97. Departmental Trophies
    • 98. Personal Thank You notes and emails from the CEO and President
    • 99. Community involvement and friendly competitions
    • 100. Canned at Christmas
    • 101. Novembears
    • 102. Prom Dress Donation
    • 103. Winter Walk for AIDS
    • 104. Angel Tree
  • 105. Specific Practice: Diversity in the Workplace
    • Owner “gets it” and leads by example
    • 106. Policies that reflect our Diversity Philosophy
    • 107. Zero-Tolerance
    • 108. Starts at the top
    • 109. Clear and active zero tolerance polices
    • 110. Interviews and orientation talk about our diversity
    • 111. ESL and translated communications
    • 112. Executive position devoted to Community Affairs
    • 113. Family friendly, recognizing family means many things
    • 114. Recognizing the Diversity means many things
  • Replacements, Ltd.
    Our diversity
  • 122. Replacements, Ltd.
    Our associates represent more countries than states
    Bosnia & Herzegovina
    Brazil
    Bulgaria
    Canada
    China
    Colombia
    Croatia
    Cuba
    Denmark
    Ecuador
    England
    France
    Ghana
    India
    Japan
    Laos
    Liberia
    Mali
    Mexico
    Montenegro
    Peru
    Philippines
    Russia
    Serbia
    South Korea
    Ukraine
    United States
  • 123. Policies That Support Replacements, Ltd. Workplace Values
    Domestic partner benefits EAP
    Adoption assistance ESL
    Gastric by-pass assistance Long term insurance
    Sex reassignment surgery Pet insurance
    Infertility treatments Short/long term disability
    Full-time company nurse Medical insurance
    Full-time counselor Employee recognition
    Bereavement policy Life event recognition
    Flexible scheduling Corporate University
    Bring your pets to work Lactation/meditation room
    Financial assistance policy Wellness fairs
    401(k) Flexible spending accounts
    Education Assistance Plan Paid holidays/vacation
    Tuition reimbursement College savings plan
    Employee discount
  • 124. Benefits to Employees?
    • Improved Morale
    • 125. Increased Camaraderie
    • 126. Better psychological and physical health
    • 127. Greater knowledge
    • 128. Increased motivation
    • 129. Extended Family
    • 130. Easy Access to Physical and Mental Health Professionals
    • 131. Training and Development Opportunities
    • 132. Promoted from within
    • 133. Longevity in career path
  • Benefits to Replacements, Ltd.
    The Business Case:
    • 2003-2004 Mod Rate was . 92 ($67,000)
    • 134. 2005-2006 Mod Rate was .86 ($121,238)
    • 135. 2007-2008 Mod Rate was .80 ($184,000)
  • Benefits to Replacements, Ltd.
    • First and foremost…It’s the right thing to do!
    • 136. Decreased Experience Mod Rate
    • 137. Decelerated Benefits Costs
    • 138. Health Care
    • 139. Insurance
    • 140. Workers Comp Premiums
    • 141. Low turnover
    • 142. High Tenure
    • 143. Low turnover – 11%
    • 144. High Tenure – 8.5 years
    • 145. Saved lives – including our CEO!
    • 146. Happy Accident…the awards and Press!
  • Awards and Press!
    • Carolina Parent Magazine – NC Family Friendly 40 (10 years in a row)
    • 147. Business Journal Health Care Heroes Award 2006
    • 148. NC SHRM Best Human Resources Practice Award 2007
    • 149. Business Journal – Top 10 Best Place to Work Award 2007
    • 150. News and Record Extraordinary Nurse Award – Carol Harris 2007
    • 151. NC Worker’s Comp Forum Program Presenter, 2008
    • 152. National Occupational Health Conference Presenter (Utah), 2008
    • 153. USA Today, February 25, 2009
  • 154. And the Press….
  • 155. Questions!