ONBOARDING REIMAGINED Transforming Uncertain Outsiders into into Committed Insiders

1. ONBOARDING REIMAGINEDTransforming Uncertain Outsiders into into Committed Insiders September 12, 2019 Catherine LillySenior ConsultantAnn Arbor, MINational Higher Ed Practice

2. Agenda • Insider-Outsider discussion • Talent Cycle • Costs of Poor Onboarding Practices • Onboarding v Orientation? • Generational Challenges • Onboarding Research • Onboarding Strategies, Sample Checklists

3. What could we do to reliablyguaranteethat newcomers would feel isolated, unwelcome, and not become “sticky” to our Jesuit institutions? TRIZ www.liberatingstructures.com

4. Insider-Outsider Move around so your tables contain groups of 6-8 Number off 3

5. NCCI-LS Presentation for What, So What, Now What?Look Back on an Experience and Decide How to Apply It Sense Making With the Outsiders • What stands out about the experience you just had? • How did you react (feelings and actions)? • What would happen if you were a new person in your institutional setting who experienced a few behaviors like this in your first week? 4

6. NCCI-LS Presentation for What, So What, Now What?Look Back on an Experience and Decide How to Apply It Sense Making Overall • What specific behaviors did people do to “exclude” the outsider? • How did you feel during the activity? • What are the implications of this experience? • What could we do to intentionally create more inclusive welcoming experiences for newcomers? 5

7. Talent Management Institutional Culture, Values, Mission and Strategy Recruit • Select • Onboard • Enable PerformanceRetain • Develop • Promote • Offboard Human Resources HR Laws and Policies HR Processes and Technology Total Rewards(Compensation, Benefits, Awards)

8. Why Bother with Onboarding?

9. Why Improve Onboarding? Companies whose leaders focus on building bonds with their employees in first 90 days retain more employees during their initial period and tend to retain them longer overall. —George Bradt, co-author Onboarding: How to Get Your Employees up to Speed in Half the Time

10. Why Improve Onboarding? Ninety percent of employees make their decision to stay at a company within the first six months. — Aberdeen Group Onboarding Benchmark Report 2006

11. Why People Leave in the First Few Years Typical voluntary turnover rates for different years of seniority 10 9 8 7 6 5 4 3 2 1 • Concerns around development and career opportunities • Compensation and benefits • Supervision “The Boss Effect” Quit Rate Percent Less than 1 1yr 2 yrs 3 yrs 4 yrs 5yrs 6 yrs 7 yrs 8 yrs 9 yrs 10 yrs 10-15yrs 15+ yrs Length of Service Source: Attrition and Retention Consortium (ARC)

12. Today’s Changing Workforce In 2016, Millennials became the largest generation in the labor force, which coincided with a significant decrease in the Boomer and Silent/Greatest generations: This trend will continue, with Millennials projected to make up roughly half of the labor force by the year 2020. Sources: Pew Research, Forbes

13. What the Loss of the Boomers Means for You Institutions risk systematically losing important knowledge and historical context in the following areas… Managers and Supervisors Financial Management and Leadership Information Technology Skilled Trades Legacy Systems and Processes …while recruiting a Millennial generation that is more transient and less developed in a highly competitive labor market

14. Millennials – “The New Boss” In 2016, Millennials became the largest generation in the labor force, which coincided with a significant decrease in the Boomer and Silent/Greatest generations: Millennials are projected to make up roughly three-fourths of the labor force by the year 2025 with 44% of them being part of a minority or ethnic group Sources: Pew Research, Forbes

15. Millennials – “The New Boss” In 2016, Millennials became the largest generation in the labor force, which coincided with a significant decrease in the Boomer and Silent/Greatest generations: Millennials are projected to make up roughly three-fourths of the labor force by the year 2025 with 44% of them being part of a minority or ethnic group Sources: Pew Research, Forbes

16. Onboarding (vs. Orientation) • Orientation: welcome, policies, benefits, handbooks, mission • Onboarding is a process to welcome, educate and assimilate new employees into an organization over a period of time. • This process builds the foundation for a work environment that promotes performance, productivity, collaboration and a sense of community with an understanding of the institution’s mission and values. It makes employees “sticky” to your institution. 15

17. Benchmark with Other HR Professionals 16

18. Consider “Recent Hire” Focus Groups or Survey Key Unanswered Questions: What do you anticipate that employeesat your workplacewish would have happened (or at least been discussed) within their first 30 days? Where do I park? How do I ask for vacation? What happens if I’m late? When do I have to wear my ID? What do I do for lunch? • Think: • Key information • Establishing and provisioning • Socialization to your culture 17

19. Best Practices for Onboarding • Shared responsibility with HR, department and supervisor • HR support for supervisor checklist • Employee checklist • 6 month employee training plan • Key relationships list • Mentor assigned for 1 – 2 months • Career discussions • Welcome activities in the department • Other ideas we’ve heard: • Assigned Talent Partner from HR • HR ”new hire” pulse survey within 6 months • Self-service, micro-trainings, workflow/automation

20. Why Use Checklists? The volume and complexity of what we know has exceeded our individual ability to deliver its benefits correctly, safely, or reliably. —Dr. Atul Gawande, author The Checklist Manifesto

21. Sample Departmental Checklist Create a “Packet” of Onboarding Resources • Departmental Overview • Org chart (with photos) • Description of units or groups within your area • Mission, vision, values, • Departmental strategic plan (goals) • Policies and Procedures/Access • Policies, procedures • System access • Administrative Housekeeping • Map/seating chart (keys, locks) • Workstation set up, desk, supplies • Send welcome message before first day • Departmental orientation (lunchroom, supply cabinet, bathrooms, breakrooms, fridge) • Office tour/key admins • Building emergency plan

22. Sample Departmental Checklist Onboarding Resources • Access/Training • System access and compliance request forms • Dual authentication devices • What access will be needed to university systems, departmental systems • Where key materials, documents are stored • Conflict of interest policies • Onboarding Follow Up • 6 months review: conduct retention interview

23. What should be on a Supervisor Checklist? Departmental Information Job Expectations/Culture Policies and Procedures Administration /Housekeeping/Provisioning

24. Sample Supervisor Checklist Must Train Your Supervisors on This Responsibility Departmental Overview • Organization chart (with photos) • Description of units, groups and/or functions within your area • Mission, vision, values, strategic plan (goals) • Map/seating chart • Identify customers and key contacts Job Expectations/Culture • Job descriptions/expectations • Individual goals, work plan • Discuss probationary period • Performance evaluation and process • Mentor or shadow (buddy) assigned for 1-2 months • Relevant timelines (projects, learning curve, university cycle)

25. Sample Supervisor Checklist Must Train Your Supervisors on This Responsibility Policies and Procedures • Departmental policies and procedures (COC/COI) • Security/IT forms completed before start date (Access, compliance, university systems, departmental systems) • Departmental IT – Everything functioning first day • Vacation policy, when/how to request • Overtime • Start time, reporting in to work site • Standard Institutional Policy/Practice Guide Administrative/Housekeeping/Provisioning • Workstation set up, send welcoming message before first day, contact lists, list of acronyms, phone, voicemails, computer, workstation, desk, chairs, cubicle, • Business cards • Name badges and related procedures/expectations • Work hours breaks, lunches • Departmental physical orientation (supplies, lunchroom, bathrooms, hang coat?) • Office tour, emergency plans for building • Parking at job site • Onboarding follow up after 6 months probationary review

26. Sample Employee ChecklistWeekly Onboarding Check-In for 3 months • Administrative/Housekeeping/Provisioning • Keys, access to the building • Workstation IT set up, contact lists, list of acronyms, phone, voicemails, computer, workstation, desk, chairs, cubicle, in case of emergency • Business cards, University ID cards • Name badges and procedures • Work Hours • Departmental physical orientation (supplies, lunchroom, bathrooms, where hang coat?) • Office tour, emergency plans for building • Parking at job site • Departmental and customer contact lists • Workstation • Desk, ergonomic chair and equipment, computer, phone, voice mail, office supplies, cabinets, shelves, lighting, list of acronyms, document storage

27. Sample Employee ChecklistWeekly Onboarding Checks in for 3 months • Job Expectations/Culture • Job descriptions/expectations • Individual goals, work plan • Discuss probationary period • Performance evaluation and process • Expected competencies • Mentor or shadow (buddy) who/expectations (3 months) • Relevant timelines (projects, learning curve) • Policies and Procedures • Departmental policies and procedures (COC/COI) • Security/IT forms completed before start date (Access, compliance, university systems, departmental systems), IT security expectations • Departmental IT – Everything functioning first day • Vacation Policy, when/how to request • Overtime • Start time, reporting in to work site • Standard Institutional Policy/Practice Guide

28. Recommendations for You • Automate the onboarding experience - move it into an application. Gamify tasks and reward completions. • Make digitized onboarding resources easily re-accessible. • Send out a personalized departmental welcome email to new employees, personalizing by role and name. The email should contain: • Welcome message, including videos of senior Leaders • Link to the employee onboarding resources • Link to Mission, Vision and Values of your institution • Provide checklists to departmental administrators (and HR liaisons) to be used as part of Onboarding process: • Department Checklist • Supervisors Checklist • Employees Checklist • Use retention tool kit to re-engage employees after 6 – 12 months

29. Your Goal is to Help Employees Get “Sticky” Quickly Create a standardized process that will: • Help managers do a better job onboarding new employees • Better acclimate employees to your University community and culture: Help them be Insiders as soon as possible • Provide an environment that accelerates higher performance • Enable employees to understand where they belong within their unit and in the larger institution How can you help new employees quickly feel a sense of pride in their contribution and your institution?

30. Find and Implement 15% SolutionsAlone, then in Pairs Given our discussion today,what 15% solutions could you take to improve onboarding and help employees get “sticky” quickly? 5 15% solutions are actions that you have the freedom and discretion to take, and can do so without resources or additional authority Liberating Structures: 15% Solutions (5 min) http://www.liberatingstructures.com/

31. Catherine LillySibson ConsultingSenior ConsultantFormer Board President NCCI(Network for Change and Innovation in Higher Education)clilly@sibson.com248-606-0718 [cell] I’m always happy to talk more about- Workforce Planning/Succession Management - - Creating a More Inclusive Workforce Culture -- Improving Recruiting, Onboarding & Retention - - Assessing and Transforming HR - - Strategic Planning -