helping them keep the job

(c) 2005 All Rights Reserved--The Widing Group

Helping Them Keep the JobJob Retention Strategies for Adults

Presented by Michele Martin


Overview

Who is Most Likely to Keep the Job?

Preparing for Retention Before Program Exit

Engaging Job Seeker Customers in Follow-up

Engaging Businesses in Follow-up


Who is Working 6 Months Later?

Interested in and enjoys the work Possesses the skills to do the work Has formed positive relationships with

supervisor(s) and co-workers Is making enough money to support

expected standard of living Has effectively dealt with both expected

and unexpected problems Company is a “good match” for the

customer’s values


Interested Customers Keep Jobs

Career plan based on:AssessmentResearch“Informed choice”

Job search facilitation that focuses on preparing and matching job seeker to the right job


Skilled Customers Keep Jobs

Know customer proficiency, not just a list of “skills” Document, where possible Get demonstrations of skill

Ensure that any training programs develop customer proficiency

Get clear, specific knowledge of job requirements

Help customers find work for which they are prepared


Customers with Positive Relationships Keep Jobs

Consider the “corporate culture” in the job search phase

Help customers anticipate potential scenarios and how to deal with them

Teach customers key skills: Participating in a performance review Asking for feedback from a supervisor Dealing with “problem” co-workers

Support the customer in the first days/weeks on the job


Self-Sufficient Customers Keep Jobs

Customers will ask themselves: “Is the money worth the effort?”

So . . . Teach customers:

Salary negotiation skills Strategies for evaluating job offers

Help customers anticipate the reality of their paycheck vs. expenses

Teach customers “strategic job hopping” Continue job development after placement


Customers Who Plan Keep Jobs

Plan for the expectedPlan for the unexpectedHave a back-up planPlans should:

Be specificIdentify alternativesIdentify resources and contact info


Well-Matched Customers Keep Jobs

Help customers know themselves and their values

Encourage customers to research corporate culture.

Encourage customers to weigh job offers based on match with company, not just money.


The Exit Interview

Case manager initiatedReview/revise career & service planProvide resource informationReview follow-up

procedures/expectationsEstablish e-mail accountReview incentive plan (where

applicable)Customer satisfaction survey


Don’t let the customer leave without:

Clearly defining next steps

Reviewing critical retention issues such as transportation/child care

Discussing preferred mode of communication during follow-up

Emphasizing retention and advancement and available supports


Follow Up Standards

Staff initiated—same staff personFrequent/regular intervals of contactTypically:

After first dayOnce a week during first month Bi-monthly through remainder of the

period or as neededStandardized questionnaire that

focuses on pro-actively identifying retention problems


Follow-Up Strategies

Phone, e-mail Face to face—lunch times,

before/after workCommunity based –Work with FBO’s

and CBO’s to provide ongoing mentoring and follow-up in the community, with a focus on career advancement.

Emphasize convenience, continuity, meeting the needs of working people


Follow-up Do’s & Don’ts

DON’T: Contact the

customer only when you need something

Have irregular contact

Be punitive or judgmental

Forget that people are working

DO: Coordinate with

other service providers

Provide “just-in-time” services that respond to customer needs

Help solve problems in context


Other Retention Strategies

Use recognition, special eventsProvide ongoing education and

training at business siteHave supports for emergency

situationsPhone numbersArrangements with community partnersAccess to emergency funds


Supporting Advancement

Inform customers of training programs, job openings that will allow them to improve their position

Communicate about alternative sources of funding for education

Provide ongoing career planning support through mentorships, activities.


Working with Business

Help businesses: Develop accurate, detailed job descriptions Outline a training plan for new hires Anticipate and address potential problems

Develop an employer retention service— “call us before it’s a crisis”

If there are periodic increases, try to negotiate smaller increments at more frequent intervals

Plan for “upgrade OJTs”


Customer Service Standards

Identify and respond to specific business needs

Speak the language of businessUse business standards of

communicationE-mail, voice-mail, websites

Solve problems & create solutions—no excuses

Under-promise and Over-deliver


Presented by:

Michele RoyThe Widing Group936 N. 5th Street

Philadelphia, PA 19123(215) 923-4059