Exit Surveys: Processes and Payoffs

1. Exit Surveys: Processes and Payoffs American Correctional Association 135th Congress of CorrectionAugust 10, 2005 Carl Nink Executive Director, MTC Institute

2. Presentation Overview • Jobs, economics, and workforce dynamics • To stay or go? • Exit interview/survey information • Analyzing the program and processes • Staff perspectives • On-line resources

3. Economics • Non-skilled jobs decreased (HS/GED or less). • 75% of new jobs created by 2010 will require skilled labor. • Greatest growth for post-secondary and 4-year degree educations.

4. Labor Market • DEMOGRAPHICS • Slow population growth (0.89% in 2002). • Slow labor force growth (Less than 1% per year). • Aging population (Less workers available). • Increased immigration (Skilled & unskilled).

5. Labor Market (continued) • High skill jobs increasingly exported. • Demand for workers continues to increase. • Labor shortage of 6 million in 10 years. • As economy recovers, demand for employees explodes (35 million shortfall by 2030).

6. Expected Labor Force & Demand 2002 - 2030 Millions Source: Employment Policy Foundation tabulations of Bureau of Labor Statistics/Census Current Population Survey Date.

7. How Often Have You Heard… No-one is Indispensable?

8. Main Reasons Staff Stay • Learning and growth • Careers developed • Work with great people • Work with a great boss • Pay that is fair and competitive Source: Kaye, B. K. & Jordan-Evans, S. (2002). Love ‘Em or Lose ‘Em: Getting Good People to Stay. San Francisco: Berret-Koehler Publishers, Inc.

9. Predictors of Staff Turnover • Turnover intention; • Organizational commitment; • Job satisfaction; • Poor supervisory relationships and lack of communication. Source: MTC Institute (2004). Correctional Officers: Strategies To Improve Retention. Management & Training Corporation: Centerville, UT.

10. Exit Interview/Survey Checklist • Policy and Procedures exist? • Purpose: Management has decided what it wants to know? • Well designed set of questions and/or survey instrument is in place? • Data and information is put to use? • Protocol makes conducting an interview or survey safe, effective, and efficient?

11. Survey/Interview: Typical Item Areas • How were you supervised? • How is the organization or facility run? • Under what conditions would you have stayed? • What did you like most (least) about your position? • Suggestions to improve conditions, production, or morale? • Any compensation or benefit issues?

12. Why Do We Need To Know? • Improve the health and safety of the workforce • Address human resource issues • Recruitment and pre-hire assessment • Training improvements • Merit/Performance review • Plan the Budget • Improve management and operational oversight

13. Survey Development Process Steps • Perform literature search. • Review content. • Review item content relevance. • Consider demographic factors desired. • Pilot testing of instrument. • Keying into electronic database; storage of paper survey instruments for how long. Source: Survey Development and Design. Parks & Recreation; Dec2004, Vol. 39 Issue 12, p28, 2p.

14. Survey Design: Content and Look • Purpose and what are we trying to measure? • What demographics are desired? • How many questions do we want? • What type of rating scale are we using? • How will we know the survey worked? • Will we be able to act on the data? Source: Squires, P. and Coto, A. (2005). Ask ‘Why?’ Direct; 7/1/2005, Vol. 17 Issue 9, p35, 2p.

15. Survey Design: Helpful Tips • Select a useful title and provide the purpose. • Provide general instructions. • Allow “don’t know” and “not applicable” selections. • Keep it short and simple. • Reading level should be at an 8th grade or lower. • Select a rating scale with 4 to 8 points. Source: Squires, P. and Coto, A. (2005). Ask ‘Why?’ Direct; 7/1/2005, Vol. 17 Issue 9, p35, 2p.

16. Exit Interview Process • Notice of intent to terminate • Process information provided • Supervisor support • Ease of completion • Privacy

17. Exit Interview Protocol • Limit interruptions; Set aside the time needed • Keep calm; Listen rather than talk • Ask open ended questions (i.e., what, how, why) • Use where, when and closed (yes/no) questions to address specific points • Who questions should be used with great care (exit interviews are not about blame)

18. Exit Interview Content Development Strike the right balance between information needs and survey length. • Besides the reason for separation, questions should allow exploration of broader issues. • Use open ended questions and include attitudinal measures. • Implementation – consistent and encouraging honest feedback. • Feedback should be available for the organization, sub-units, program and manager. • Be able to distinguish between those items under the control of the organization and those that are not. Source: Gray, R. D. (2005). Exit Interviews and Employee Turnover. Retrieved on July 31, 2005 from http://www.insightlink.com/exit_interviews_employee_turnover.html

19. Interview Participation Rates Low? • Interview takes too long. • Questions are confusing or personally invasive. • The employee doesn’t believe it make a difference. • The employee is afraid of repercussions or is angry at the company. • The employee procrastinates or forgets. • The process is difficult or uncomfortable. Source: Gray, R. D. (2005). Exit Interviews and Employee Turnover. Retrieved on July 31, 2005 from http://www.insightlink.com/exit_interviews_employee_turnover.html

20. Exit Interviews: Some Employee Perspectives • It is a chance to give constructive feedback. • Will you, the separating employee, benefit? • Is this anonymous? • Why did they wait until now to ask questions? • Will anyone really use the input? • Will what you really want to say “burn bridges?” • Will answers here impact ability to sue later?

21. Feedback Payoffs • Remedial and preventative • Improving health & safety • Strategic Improvement opportunities • Induction improvements • Management or supervisory training • Waste and efficiency improvements • Budget (compensation, benefits, equipment, etc.)

22. Online Resources • www.nobscot.com/ • www.ci-wackenhut.com • www.HR.BLR.com • www.IQPartners.com • http://www.prconline.com/services-other-eei.asp • http://www.insightlink.com/

23. Exit Surveys: Processes and Payoffs Questions and AnswersThank You!Carl NinkMTC Institutewww.mtcinstitute.com