Helping Them Keep the Job

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On job retention strategies for adults in workforce programs. From the 2005 GSETA Conference

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Helping Them Keep the Job

  1. 1. Helping Them Keep the Job Job Retention Strategies for Adults Presented by Michele Martin
  2. 2. Overview <ul><li>Who is Most Likely to Keep the Job? </li></ul><ul><li>Preparing for Retention Before Program Exit </li></ul><ul><li>Engaging Job Seeker Customers in Follow-up </li></ul><ul><li>Engaging Businesses in Follow-up </li></ul>
  3. 3. Who is Working 6 Months Later? <ul><li>Interested in and enjoys the work </li></ul><ul><li>Possesses the skills to do the work </li></ul><ul><li>Has formed positive relationships with supervisor(s) and co-workers </li></ul><ul><li>Is making enough money to support expected standard of living </li></ul><ul><li>Has effectively dealt with both expected and unexpected problems </li></ul><ul><li>Company is a “good match” for the customer’s values </li></ul>
  4. 4. Interested Customers Keep Jobs <ul><li>Career plan based on: </li></ul><ul><ul><li>Assessment </li></ul></ul><ul><ul><li>Research </li></ul></ul><ul><ul><li>“Informed choice” </li></ul></ul><ul><li>Job search facilitation that focuses on preparing and matching job seeker to the right job </li></ul>
  5. 5. Skilled Customers Keep Jobs <ul><li>Know customer proficiency , not just a list of “skills” </li></ul><ul><ul><li>Document, where possible </li></ul></ul><ul><ul><li>Get demonstrations of skill </li></ul></ul><ul><li>Ensure that any training programs develop customer proficiency </li></ul><ul><li>Get clear, specific knowledge of job requirements </li></ul><ul><li>Help customers find work for which they are prepared </li></ul>
  6. 6. Customers with Positive Relationships Keep Jobs <ul><li>Consider the “corporate culture” in the job search phase </li></ul><ul><li>Help customers anticipate potential scenarios and how to deal with them </li></ul><ul><li>Teach customers key skills: </li></ul><ul><ul><li>Participating in a performance review </li></ul></ul><ul><ul><li>Asking for feedback from a supervisor </li></ul></ul><ul><ul><li>Dealing with “problem” co-workers </li></ul></ul><ul><li>Support the customer in the first days/weeks on the job </li></ul>
  7. 7. Self-Sufficient Customers Keep Jobs <ul><li>Customers will ask themselves: </li></ul><ul><li>“ Is the money worth the effort?” </li></ul><ul><li>So . . . </li></ul><ul><li>Teach customers: </li></ul><ul><ul><li>Salary negotiation skills </li></ul></ul><ul><ul><li>Strategies for evaluating job offers </li></ul></ul><ul><li>Help customers anticipate the reality of their paycheck vs. expenses </li></ul><ul><li>Teach customers “strategic job hopping” </li></ul><ul><li>Continue job development after placement </li></ul>
  8. 8. Customers Who Plan Keep Jobs <ul><li>Plan for the expected </li></ul><ul><li>Plan for the unexpected </li></ul><ul><li>Have a back-up plan </li></ul><ul><li>Plans should: </li></ul><ul><ul><li>Be specific </li></ul></ul><ul><ul><li>Identify alternatives </li></ul></ul><ul><ul><li>Identify resources and contact info </li></ul></ul>
  9. 9. Well-Matched Customers Keep Jobs <ul><li>Help customers know themselves and their values </li></ul><ul><li>Encourage customers to research corporate culture. </li></ul><ul><li>Encourage customers to weigh job offers based on match with company, not just money. </li></ul>
  10. 10. The Exit Interview <ul><li>Case manager initiated </li></ul><ul><li>Review/revise career & service plan </li></ul><ul><li>Provide resource information </li></ul><ul><li>Review follow-up procedures/expectations </li></ul><ul><li>Establish e-mail account </li></ul><ul><li>Review incentive plan (where applicable) </li></ul><ul><li>Customer satisfaction survey </li></ul>
  11. 11. Don’t let the customer leave without: <ul><li>Clearly defining next steps </li></ul><ul><li>Reviewing critical retention issues such as transportation/child care </li></ul><ul><li>Discussing preferred mode of communication during follow-up </li></ul><ul><li>Emphasizing retention and advancement and available supports </li></ul>
  12. 12. Follow Up Standards <ul><li>Staff initiated—same staff person </li></ul><ul><li>Frequent/regular intervals of contact </li></ul><ul><li>Typically: </li></ul><ul><ul><li>After first day </li></ul></ul><ul><ul><li>Once a week during first month </li></ul></ul><ul><ul><li>Bi-monthly through remainder of the period or as needed </li></ul></ul><ul><li>Standardized questionnaire that focuses on pro-actively identifying retention problems </li></ul>
  13. 13. Follow-Up Strategies <ul><li>Phone, e-mail </li></ul><ul><li>Face to face—lunch times, before/after work </li></ul><ul><li>Community based –Work with FBO’s and CBO’s to provide ongoing mentoring and follow-up in the community, with a focus on career advancement. </li></ul><ul><li>Emphasize convenience, continuity , meeting the needs of working people </li></ul>
  14. 14. Follow-up Do’s & Don’ts <ul><li>DON’T: </li></ul><ul><ul><li>Contact the customer only when you need something </li></ul></ul><ul><ul><li>Have irregular contact </li></ul></ul><ul><ul><li>Be punitive or judgmental </li></ul></ul><ul><ul><li>Forget that people are working </li></ul></ul><ul><li>DO: </li></ul><ul><ul><li>Coordinate with other service providers </li></ul></ul><ul><ul><li>Provide “just-in-time” services that respond to customer needs </li></ul></ul><ul><ul><li>Help solve problems in context </li></ul></ul>
  15. 15. Other Retention Strategies <ul><li>Use recognition, special events </li></ul><ul><li>Provide ongoing education and training at business site </li></ul><ul><li>Have supports for emergency situations </li></ul><ul><ul><li>Phone numbers </li></ul></ul><ul><ul><li>Arrangements with community partners </li></ul></ul><ul><ul><li>Access to emergency funds </li></ul></ul>
  16. 16. Supporting Advancement <ul><li>Inform customers of training programs, job openings that will allow them to improve their position </li></ul><ul><li>Communicate about alternative sources of funding for education </li></ul><ul><li>Provide ongoing career planning support through mentorships, activities. </li></ul>
  17. 17. Working with Business <ul><li>Help businesses: </li></ul><ul><ul><li>Develop accurate, detailed job descriptions </li></ul></ul><ul><ul><li>Outline a training plan for new hires </li></ul></ul><ul><ul><li>Anticipate and address potential problems </li></ul></ul><ul><li>Develop an employer retention service— “call us before it’s a crisis” </li></ul><ul><li>If there are periodic increases, try to negotiate smaller increments at more frequent intervals </li></ul><ul><li>Plan for “upgrade OJTs” </li></ul>
  18. 18. Customer Service Standards <ul><li>Identify and respond to specific business needs </li></ul><ul><li>Speak the language of business </li></ul><ul><li>Use business standards of communication </li></ul><ul><ul><li>E-mail, voice-mail, websites </li></ul></ul><ul><li>Solve problems & create solutions—no excuses </li></ul><ul><li>Under-promise and Over-deliver </li></ul>
  19. 19. <ul><li>Presented by: </li></ul><ul><li>Michele Roy </li></ul><ul><li>The Widing Group </li></ul><ul><li>936 N. 5 th Street </li></ul><ul><li>Philadelphia, PA 19123 </li></ul><ul><li>(215) 923-4059 </li></ul>

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