2019-06-18_janine_Enhanced Staffing Mini Module (3).docx

Referral Marketing Series Mini Module:

Enhanced Staffing

Table of Contents

Tools to make an informed Business Decision…………………………………………………………………………………………...

Glossary of Terms…………………………………………………………………………………………………………………………………………...

Introduction

The Enhanced Staffing Program is customized supplemental staffing designed to alleviate chronically understaffed facilities created by caregiver shortages.  The most common reason for these shortages is recruiting, retention, and management challenges.

This process begins by understanding the value of our services by learning your target’s pain and how it can be alleviated with the Home Care Assistance Enhanced Staffing Program.

Our Enhanced Staffing option is designed to increase a target’s productivity.  Below are some of the benefits of utilizing this line of service.

Maintains minimum workflow requirements that can be interrupted when an employee is out for any number of reasons.

Cuts down on paying premium for overtime hours, which reduces hard costs of paying 1 ½ times the employee’s wage.

Lowers long-term workers comp costs, injuries are much more likely to happen when an employee is working overtime hours.

Reduces soft costs associated with working employees overtime.  As employees work more hours, their productivity and attention to detail tends to drop.  Supplementing a core work force with our caregivers allows the company to get maximum production and efficiency for every hour of work they are paying for.

Knowing your Audience

Supplemental staffing will most often benefit Communities such as ALF and CCRC’s as well as Skilled Nursing Facilities and Rehabilitation Hospitals, but don’t limit your thinking.  Any referral source that employs caregivers and/or CNAs could be a prime target.

The Discovery Process / Qualifying Questions / Key Players

Your discovery process, qualifying questions and key players will be the same as described in the Referral Marketing Field Guide, Mini Modules and Webinars.  Identifying who may benefit from supplement staffing will be fairly easy and obvious with our normal line of questioning.  You just need to add the element of Supplemental Staffing knowledge to recognize the need.

If necessary, review mini modules for Communities & Hospital / Rehab Facilities to further your knowledge of these potential referral sources.

Value Creation / Problems We can Solve / Problem Questions

The SPIN Selling method, based on the bestselling book by Neil Rackham will be particularly important in understanding how we can identify opportunities for our Enhanced Staffing Program.  You can find more information on SPIN Selling, problems we can solve and problem questions in that section of the above referenced modules.

Advantages/Benefits Home Care Assistance provides with our Enhance Staffing Program

The Home Care Assistance "Enhanced Staffing" is comprehensive staff management program custom designed to provide our clients with a partner who will coordinate, manage, and enrich their flexible workforce.  Home Care Assistance will focus on:

Maximum productivity

Cost-effective staffing solutions

Continuous quality improvements

Recruiting at Home Care Assistance is a planned, managed activity with a demonstrated record of success.  Our unique partnerships with centers of influence in the community has allowed us to penetrate a tight recruiting market to attract qualified caregivers. We are committed to developing and sustaining dynamic enhanced staffing programs for each community/facility we serve through our Enhanced Staffing Program.  It is this customized approach that allows Home Care Assistance to look for staffing patterns in organizations to increase productivity and cost-efficiency.

Benefits of the Home Care Assistance "Enhanced Staffing" program:

Decreases overall staffing costs through productivity enhancements and effective staffing management

Significantly improves communication and accountability

Promotes retention through recognition and team building

Continuously marks and measures our progress to provide continuous quality improvements

Decreases co-employment exposure

Facilitates timely challenge resolution

Decreases our client's administrative burden of workforce management

Sets clear work-flow expectations customized to our client’s facility

Home Care Assistance offers a complete menu of services to effectively manage the flexible workforce component of our client’s business.  We work with each client to design the program that's right for them.  One size does not fit all.

Your team will activate a series of structured processes and work hand-in-hand with clients to tailor a staffing solution that's just right.

Features

Work coordination

Direct accessibility

Invoice administration

Information tracking

Complete scope of services

Productivity enhancements

Measurements and accountability

Continuous quality improvement

Consolidated invoicing/reporting

Ongoing Communication

The communication process is the single most critical factor in customer service and the success of the Home Care Assistance Enhanced Staffing Program.  For this reason, we have established the following communication processes:

Regularly scheduled -- daily or weekly -- service reviews with the Employee Care Staffing Manager and the client

Senior management accessibility to address any special needs or concerns

Monthly quality performance reviews

Customized management reports for measuring critical performance areas

Quarterly business reviews with our client's management team

Annual business review and goal setting

Key Outcomes for Enhanced Staffing Clients:

Improving the productivity of their flexible workforce by effectively managing the process of recruiting, screening, and evaluating caregivers.

Reducing the costs associated with managing our client’s flexible workforce.

Improving the control and strategic planning associated with their staffing program by capturing critical information on customized management reports

Providing a customized orientation program for all Home Care Assistance caregivers

Eliminating the confusing and hidden costs associated with dealing with multiple vendors

Implementing objective evaluation procedures to ensure quality standards are maintained or exceeded

Compliance and records management of co-employment risk

Implementation Plan

The Home Care Assistance Enhanced Staffing Program is designed to benefit our client, its employees and managers.  An Implementation plan is designed to introduce and promote the program as well as educate managers of its features and benefits.  This is typically done through a series of frequent informational training sessions held at a client’s facility.  You will start with a department introduction and needs assessment designed to allow Home Care Assistance to fully understand department roles, functions, duties and responsibilities.  Necessary skills and attributes need to be assessed and incorporated into the caregiver job descriptions used by Home Care Assistance.

Assessment Tools

Our program includes a variety of assessment tools to help determine if this is the right client for your business.  If you move forward, these resources will be extremely helpful in guiding you and your client to a successful launch and healthy continual process improvement throughout the relationship.

Their ideal order of use is below:

Department / Supervisor Profile

Job Shadow

Caregiver Profile

Standing Caregiver Booking

Customized Facility and Department Orientations

Department / Supervisor Profile

A profile of departments and their end users is necessary to educate the target on the fact that the better you know the department and how it operates the better chances we will have to make a “good match” and increase department productivity.

Touring the facility and completing a profile are two key factors in your decision to take this business on.  As you learn about a potential client, keep asking yourself: “Is this a business you want to be associated with?   Do their values alien with yours?”.   At the beginning of this module, you saw Management Challenges as one of the reasons a company needs staffing assistance and your investigation into Department / Supervisor Profiles is where you will find many answers as to why management challenges may exist.  Floor supervisors can be central to a successful partnership or detrimental and toxic.

Insert Department Profile Here

The Job Shadow

You will get the best caregiver profile by uncovering the attributes and characteristics of the ideal caregiver for that facility.

Meet with the department supervisor and job shadow one of their “A” employees.  Watch them perform their duties, ask them about their background, training, soft skills and attributes.  Your goal is to get to know the skill and personality type that works best in the environment.

Now you are ready to put together your made-to-order Caregiver Profile and Selection Process

The Selection Process

Our Enhanced Staffing Program comes complete with a Caregiver Profile analysis to benchmark critical hard and soft skills.  This caregiver profile eliminates inconsistency and escalates our level of successful placements.

Caregiver Profiles Benefits

Consistent quality

Increased productivity

Reduced training costs

Lower turnover

Easier ordering process

Fewer headaches

Creating the ideal caregiver profile requires the cooperation of the department head and three of their caregivers.  Our goal is to benchmark the skills and backgrounds of these caregivers.  The Job Shadow is ½ of the process, the other is to benchmark their selected employees on jointly determined assessments.  See below for a complete visual of what the process entails along with a comparison of how it differs from traditional staffing models.

The Caregiver Profile Action Plan

Below is your plan of attack on getting the job done.  Use this fillable form to guide your clients on next steps and predetermined date goals.

Customized Standing Caregiver Booking

The Department and Caregiver profiles are complete and now it’s time to create your standing booking.  A standing booking will make your process quick and efficient for everyone as you already have it ready for each caregiver they need.  Once you complete the customized booking sheet with everything important to your client, make an appointment for all stakeholders to meet and determine together if it’s ready for use.  Once approved, upload into the Client Profile in ClearCare.

Standing Caregiver Booking

CareFinder Match Criteria:

Indicate client's requirements in the following areas.	= Preferred,	= Required,   = not needed

General

Dementia Experience  Hospice Experience

Incontinence Experience  Insured Automobile

Live-In Shifts OK

OK with Client Smoking  Prefers Female Caregiver  Prefers Male Caregiver  Speak Client Language Certifications

Alzheimer’s Disease & Dementia Related

Car Insurance  Chest X-Ray

Care Needs:

CNA License

CPR Certification  Driver's License

First Aid Certification  HHA Certification

HIV/ AIDS Bloodborne Pathogens Certificate  LVN/LPN Certification

Passport

Performance Evaluation  Registered Nurse

State ID Card Tuberculosis Test

Transfers

Can Handle Client Weight  Gait Belt Experience

Hoyer Lift Experience

Pets

OK with Cats  OK with Dogs Other/Misc. Cooking

Gardening

Playing Boardgames  Reading

Walking

Care Goals:

Initial Contact:    	Start Date:

Activities of Daily Living (ADLs)

Activities and associated caregiver tasks

Instrumental Activities of Daily Living (IADLs)

Activities and associated caregiver tasks

Proposed Schedule:

Customized Orientation

Once your profiles are completed you are ready to build out your client’s customized orientation.

Have completed orientations for the main facility and each floor and/or department you will work with.  Never assume they have the same standards and qualifications.

Your orientation can be a combination of written & video – whatever works best.  Bring the completed orientation to each stakeholder to make sure you’ve captured all the details that will make or break a successful caregiver interaction. An overview of general policies & procedures may look like this:

Overall Facility Orientation:

Parking

Facility Map

Break Rooms & Break Schedules

Attendance

Safety

Check-in & out procedures

Dress code

Department Profiles

Floor / Departments may have a combination of the above but with differing procedures and profiles that set them apart.

Reporting

Performance Reviews and how often they are preformed are determine with your client.  The typical format is monthly, quarterly, semiannually, or annually

The objective is setting goals to measure our performance - an agreed upon quality measurement with your client. These meetings are crucial to promote open discussion on solving problems together, like same day orders, unfilled orders or cancellations.  If client cancels are high - there is a problem somewhere.

Accurate and timely reporting removes impressions and gives a realistic view of how we are performing for the client.  So, any decisions can be based on fact.

Proposed reports should be fluid and can be changed to meet your client’s specific requirements. You can start simple and build from there, asking how else they would like to see our performance rated after each meeting.

The benefits you get from performance and quality reporting:

Can be used with a target to tell a story

Allows the client to identify and recognize how they rate our service.

Gives us a measurable way to sell our successes back to our client.

We can also use quality report outcomes as a bonus incentive for the service team working with your client.

Risk vs. Rewards

Are you ready for this line of business?  There are many ways to evaluate the answer to that question.  You need to consider how the additional recruiting, hiring, and client activities will impact your existing business.

Do you have the staff to take on additional recruiting, hiring, staff management and on-call activities?

Do you have the time or team to take on the additional client management & reporting activities?

Enhancements to recruiting partners and budget?

Employer costs such as unemployment and workers compensation could increase with a massive staffing project.

Can you work this project without taking resources away from your existing business?

Best practice is to run staffing projects as a separate department or office.   You can’t depend on them; they can go away very quickly.

Can your potential client pay the bills?  You may need to consider the standard business practice of a credit check.

How fast will they turn around your invoices?

What if they want to hire your caregiver?

Good news - we have a sample contract for the last two and a Project Profitability Worksheet for the rest!  You can find them in the next section along with their links to the intranet.

Tools to make an informed business decision

Project Profitability Worksheet / Expense considerations

Sample Staffing Agreement

Glossary of Terms

When you play in the staffing game, you may get asked about the below services so good to be prepared.

Subcontracting: A business practice where main contractor hires additional individuals or companies called subcontractors to help complete a project.  The hired individuals work under one contractor, the company receives one invoice.  The main contractor gets paid, then pays their subcontractors.  It is common practice for payments to the subcontractor to take up to 4 months.

Outsourcing:   We take responsibility for the entire caregiving operation and assume responsibility for quality and work management. In this way, our client can concentrate on its own core business.

With well-planned outsourcing, the benefits that can be achieved include predicting expenses, management of personnel, levelling out seasonal variations, cost-effectiveness and the more efficient use of the time of the company’s own personnel.

Co-employment: Co-employment is defined as “a relationship between two or more employers in which each has actual or potential legal rights and duties with respect to the same employee. Co-employment can be avoided by educating your client and defining the boundaries of their relationship with your caregiver.

ENHANCED STAFFING SERVICES AGREEMENT

This agreement made by and between Home Care Assistance with offices for transaction of business located at hereinafter referred to as “Agency” and __________________ located at _______________________________ hereinafter referred to as “					.”

Term:  This agreement shall commence on 		 and shall remain in effect until 	           	 unless sooner termination as allowed herein.  The parties may extend the term or any subsequent term of this agreement by executing a separate written agreement of extension.

Reciprocity of Employees:   			 agrees that it will not hire any employees of Home Care Assistance while such employee is performing work for 				 and for twelve (12) months after assignment completion, without prior written approval from Home Care Assistance.  			 Agrees that violation of these terms will constitute obligation on the part of 				 to pay Home Care Assistance a sum equal to 30% of the annualized salary of the Home Care Assistance employee.

Termination:  Either party can terminate this Agreement at any time prior to the specified period of continuous performance.  Such termination is to take effect thirty (30) days following written receipt of the termination notice.  Equal Opportunity Employment Practice.  The parties hereto subscribe to the Equal Opportunity Practices of the Federal Government.  All qualified candidates will be considered without regard to race, color, national origin, sex, age, physical handicap or medical condition.  Immediate termination of the agreement is allowed, if either party fails to comply with EEO guidelines under Title VII, Civil Right Act of 1964, ADA or any other applicable statute.

Pricing and Payment Terms:   In consideration of Home Care Assistance’s performance hereunder, 		 agree to pay Home Care Assistance as the hourly rate(s) set forth on Exhibit A.  All invoices are due Net 14 days.

Entirety:  This Agreement may not be amended, modified, altered, supplemented, or changed in any way except in writing, signed by the parties and attached hereto as amendment.  All notices should be sent to the address listed above.

Client 								Home Care Assistance

Signature							Signature

_

Print Name							Print Name

Title								Title

Date								Date