Creating a Culture of Staff Satisfaction and Retention

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Presented at the 2013 NPEA conference by: Bottom Line

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Creating a Culture of Staff Satisfaction and Retention

  1. 1. Creating a Culture of Staff Satisfaction and Retention NPEA 2013 Annual Conference: Friday, April 12 Mike Wasserman, Executive Director E-Mail: mike@bottomline.org Phone: 617-524-8833Success depends on you Get In u Graduate u Go Far
  2. 2. Background and Mission Bottom Line is a community-based non-profit that helps disadvantaged studentsget in to college, graduate from college and go far in life by providing one-on-one guidance and support from college applications to college graduation.Success depends on you 2 Get In u Graduate u Go Far
  3. 3. Growth and Org Structure Bottom Line’s Growth 2013-2014 Organizational Chart Year Students Served # of BL # of Annually Staff Offices1997-1998 25 1 1 National Support Team1998-1999 75 1 1 1 Location1999-2000 150 2 1 6 Staff2000-2001 250 3 12001-2002 448 4 12002-2003 530 5 1 Massachusetts New York2003-2004 558 5.75 1 3 Locations 1 Location2004-2005 764 10.5 1 43 Staff 16.5 Staff2005-2006 736 9.5 12006-2007 820 11.5 12007-2008 880 13.25 12008-2009 1,085 16.25 22009-2010 1,372 21 22010-2011 1,593 25 22011-2012 1,901 33.5 32012-2013 2,341 49 32013-2014 3,037 65.5 4Success depends on you 3 Get In u Graduate u Go Far
  4. 4. Staff Management IntroWhy does it matter?o The cost of hiring is high - not just money, but time and opportunity costo Low morale leads to low performance and outcomeso Organizations need developing talent to grow in order to take on new leadership roles or replace leaders who leaveo As a mission-based organization, we should strive to live up to our values internally as well as externally.Success depends on you 4 Get In u Graduate u Go Far
  5. 5. Our ChallengesIn the 2010-2011 School Year…o The Challenge We had nearly doubled our staff in 2 years (13 to 25) We had recently opened a second location (Worcester, MA) We were continuing to operate like we did when we were a small, cohesive teamo The Impact We conducted our first staff survey and the results were clear… Only 19.6% of staff were “very satisfied” at Bottom Line 31.8% of staff felt “very supported” by their manager 9.1% of staff felt “very supported” by management overall At the end of the year, we only had a 62% staff retention rateSuccess depends on you 5 Get In u Graduate u Go Far
  6. 6. Our Process for ImprovingIn the Spring of 2011, we hired a consultant and created a “25 Point Strategy”The core elements of our strategy: Unifying Themes – Values and Outcomeso Organizational Values: Focus on core values and display in the office, incorporate into staff reviews, incorporate into daily language, use as part of shout-outs and regular activitieso Focus on Outcomes: Use visual displays to show goals and outcomes, encourage teams to celebrate their success, take time to celebrate success as an organizationSuccess depends on you 6 Get In u Graduate u Go Far
  7. 7. Our Process for ImprovingThe core elements of our strategy: Staff Advancemento Path to Promotion: Formalize senior counselor role, share explicit standards to be promoted, be clear about what is the career patho Staff Development: Make staff members’ personal development goals a part of their goals for the year – create a safe space for discussing long-term goals, add speakers and professional development opportunities throughout the yearSuccess depends on you 7 Get In u Graduate u Go Far
  8. 8. Our Process for ImprovingThe core elements of our strategy: Building Cohesion, Leadership and Cultureo Building Overall Team: annual retreat, making time for lunch, “fun committee,” team names, ice breakers and group activities as part of meetingso Management Team: provide training and support to managers, help managers learn how to coach and motivate staff, empower team leaders with budgets and informationSuccess depends on you 8 Get In u Graduate u Go Far
  9. 9. Three Key Measureso Retention We track the start and end date of every employee. Our key metrics are: (1) average tenure of current employees, and (2) turnover rate of staff.o Satisfaction We send out surveys every four months to measure staff satisfaction and compare over time.o Performance We give staff annual goals, and we evaluate them twice per year on their goals and on how they live up to our 6 core values. We rank them 1 to 4, and we track what score our staff is receiving overall.Success depends on you 9 Get In u Graduate u Go Far
  10. 10. Our Outcomeso When asking “How satisfied are you working at Bottom Line?” – In November 2010, 54% felt very or somewhat satisfied – From Sept 2011 to April 2012, that stayed between 87% and 97%o When asking “Do you feel connected to the mission?” – In November 2010, 40.9% felt very connected – From Sept 2011 to April 2012, over 94% felt very connectedo When asking “Do you feel supported by management overall?” – In November 2010, 9.1% felt very supported; 45.5% felt somewhat supported – From Sept 2011 to April 2012, at least 90% felt very or somewhat supportedo Retention Results – In 2009-2010, we had a 62% staff retention rate – In 2011-2012, we had a 94% staff retention rateSuccess depends on you 10 Get In u Graduate u Go Far
  11. 11. Dealing with ChangeIn the current year (2012-2013), we have undergone some significant changeso The ChallengeWe created a National Support OfficeOur New York Office entered its second yearIn one year, we grew our staff by 50%We changed the staffing model, so every staff member had a new job descriptiono The ResultOur staff did struggle with these changes and morale did lowerHowever, the work we put into culture building made it betterAt the lowest this year, more than 80% of staff felt satisfiedAt the lowest this year, 80% of staff felt supported by management overallAt the lowest this year, more than 90% of staff felt connected to the missionWe expect our staff retention at the end of the year to be 90%Success depends on you 11 Get In u Graduate u Go Far
  12. 12. Thank You!Success depends on you 12 Get In u Graduate u Go Far

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