Healthcare Retention Conference Presentation: Clarian Health ...

CAREER QUESTCAREER QUEST®®CAREER DEVELOPMENT AT CAREER DEVELOPMENT AT

CLARIAN HEALTHCLARIAN HEALTH

Retaining Your Healthcare Workforce: Creating Retaining Your Healthcare Workforce: Creating Career Development Programs for Valued Career Development Programs for Valued

Employees Employees

Oak Brook, IllinoisOak Brook, Illinois

September 28, 2004September 28, 2004

OBJECTIVESOBJECTIVES

• Describe Clarian Health Partners Describe Clarian Health Partners • Describe Clarian’s Career QuestDescribe Clarian’s Career Quest®®

career development programcareer development program• Identify outcomes, successes, and Identify outcomes, successes, and

lessons learnedlessons learned• Discuss future plansDiscuss future plans

PanelistPanelist

Sherry Makely, Ph.D., RT(R)Sherry Makely, Ph.D., RT(R)

Administrative Projects ManagerAdministrative Projects Manager

Division of Academic AffairsDivision of Academic Affairs

Clarian Health PartnersClarian Health Partners

Indianapolis, IndianaIndianapolis, Indiana

[email protected]@clarian.org

317/962-3282317/962-3282

mailto:[email protected]


1997 consolidation of Methodist Hospital, 1997 consolidation of Methodist Hospital, Indiana University Hospital, Riley Hospital Indiana University Hospital, Riley Hospital for Childrenfor Children

outpatient clinics, physician practices, outpatient clinics, physician practices, occupational health centers, community occupational health centers, community health centers, home care agency, billing health centers, home care agency, billing services, health insurance companyservices, health insurance company

founders: Indiana University and the founders: Indiana University and the Methodist ChurchMethodist Church


Private, nonprofit Private, nonprofit Employs 10,000+ peopleEmploys 10,000+ people Three downtown hospitalsThree downtown hospitals Two new hospitals under constructionTwo new hospitals under construction Statewide networkStatewide network

WORKFORCE CHALLENGESWORKFORCE CHALLENGES

Economic problems at State level Economic problems at State level Unemployment and dislocated workers Unemployment and dislocated workers Bio Crossroads: life sciences, biotechBio Crossroads: life sciences, biotech Competition with area health care Competition with area health care

employers, limited pool qualified workersemployers, limited pool qualified workers 6 hospital networks, 4 heart hospitals6 hospital networks, 4 heart hospitals Labor shortages—RNs, allied health Labor shortages—RNs, allied health

professionalsprofessionals

EDUCATION AT CLARIANEDUCATION AT CLARIAN

450+ grads in 3 yrs; 40% work at 450+ grads in 3 yrs; 40% work at Clarian Clarian

Educational Services/Academic AffairsEducational Services/Academic Affairs– Employee Education and Career DevelopmentEmployee Education and Career Development– Nursing and Allied Health Continuing Nursing and Allied Health Continuing

EducationEducation– Health Sciences Education ProgramsHealth Sciences Education Programs– Informatics EducationInformatics Education– Library and Media ServicesLibrary and Media Services

HEALTH SCIENCES HEALTH SCIENCES EDUCATION PROGRAMSEDUCATION PROGRAMS

Central Service TechnicianCentral Service Technician Electroneurodiagnostic TechnologistElectroneurodiagnostic Technologist

Emergency Medical TechnicianEmergency Medical Technician ParamedicParamedic

Clinical Laboratory ScientistClinical Laboratory Scientist Nuclear Medicine TechnologistNuclear Medicine Technologist

Radiation TherapistRadiation Therapist RadiographerRadiographer

Respiratory TherapistRespiratory Therapist Clerical SkillsClerical Skills

Pharmacy TechnicianPharmacy Technician Medical AssistantMedical Assistant

Surgical TechnologistSurgical Technologist Certified Nursing AssistantCertified Nursing Assistant

Medical CoderMedical Coder Healthcare Maintenance TechHealthcare Maintenance Tech

EchocardiographyEchocardiography Rehabilitation TechnicianRehabilitation Technician

Cardiac Cath TechnologistCardiac Cath Technologist EKG TechnicianEKG Technician

Telemetry TechnicianTelemetry Technician Physician Assistant Physician Assistant

OUR APPROACHOUR APPROACH

Use training and development Use training and development opportunities to enhance employee opportunities to enhance employee

recruitment, retention, job recruitment, retention, job performance, and job satisfactionperformance, and job satisfaction

GROW OUR OWN WORKFORCEGROW OUR OWN WORKFORCE

ADDRESSING CHALLENGESADDRESSING CHALLENGES

Array of classes, courses, training Array of classes, courses, training programs, and educational support servicesprograms, and educational support services

Variety of educational methods (classroom, Variety of educational methods (classroom, e-learning, self-directed learning, tutoring) e-learning, self-directed learning, tutoring)

eLMS and Learning @ ClarianeLMS and Learning @ Clarian Informatics education (computer training) Informatics education (computer training)

for all levels of workers for all levels of workers Basic SkillsBasic Skills

CAREER QUEST®CAREER QUEST®

Started in 1997 to enhance job performance Started in 1997 to enhance job performance and retention in Environmental Services and retention in Environmental Services

Open to all employeesOpen to all employees Provides free career counseling, Provides free career counseling,

occupational and skill assessments, classesoccupational and skill assessments, classes


Opportunity for people at all levels of the Opportunity for people at all levels of the organization to achieve their potentialorganization to achieve their potential

Employees set realistic goalsEmployees set realistic goals Progress from “where they are now” to Progress from “where they are now” to

“where they eventually want to be” within “where they eventually want to be” within the Clarian systemthe Clarian system

Based on “promoting from within”Based on “promoting from within”


Choose One of Four PathwaysChoose One of Four Pathways

Enhance performance in current jobEnhance performance in current job

Get accepted into a training programGet accepted into a training program

Get a new job within ClarianGet a new job within Clarian

Life-long learning for personal growthLife-long learning for personal growth


Choose One of Five TracksChoose One of Five Tracks– Clinical (patient care, nursing, allied health)Clinical (patient care, nursing, allied health)– Business (clerical, finance, IS, secretarial, Business (clerical, finance, IS, secretarial,

insurance, billing, coding, etc.)insurance, billing, coding, etc.)– Support (dietary, customer service, Support (dietary, customer service,

communications, etc.)communications, etc.)– Facilities (environ. svcs, maintenance, etc.)Facilities (environ. svcs, maintenance, etc.)– Leadership (team leader, supervisor, mgr., etc.)Leadership (team leader, supervisor, mgr., etc.)


– During first 6 months of employmentDuring first 6 months of employment» get acclimated to new job and do wellget acclimated to new job and do well» CQ to “Enhance Skills in Current Job” ORCQ to “Enhance Skills in Current Job” OR

“ “Life-Long Learning for Personal Growth”Life-Long Learning for Personal Growth”

– After first 6 months of employmentAfter first 6 months of employment» begin efforts to gain acceptance into a training program OR get new begin efforts to gain acceptance into a training program OR get new

job within Clarianjob within Clarian

– CQ activities done on employee’s own time unless CQ activities done on employee’s own time unless

supervisor approves otherwisesupervisor approves otherwise


Uses a travel and adventure themeUses a travel and adventure theme Learning and advancing should be funLearning and advancing should be fun Questors (employees enrolled in CQ)Questors (employees enrolled in CQ) Guides (career counselors in Educational Guides (career counselors in Educational

Services, Environmental Services, etc.)Services, Environmental Services, etc.) Career Gear (passports, MAPS, pocket Career Gear (passports, MAPS, pocket

calendars, pins, compasses, etc.)calendars, pins, compasses, etc.)


– Career Resource Centers on both campusesCareer Resource Centers on both campuses– Career reference materialsCareer reference materials– Computer tutorialsComputer tutorials– GED preparation and Basic Skills instruction GED preparation and Basic Skills instruction

(reading, writing, English, math)(reading, writing, English, math)– English as a Second Language, Spanish courses English as a Second Language, Spanish courses – Enrichment classes, Life Skills classesEnrichment classes, Life Skills classes– Job shadowingJob shadowing– Resume writing, interviewing skillsResume writing, interviewing skills


New CQ2 launched September 2004New CQ2 launched September 2004 Uses educational technology Uses educational technology 6 new Web-based courses 6 new Web-based courses First step: “Computers Don’t Byte” class First step: “Computers Don’t Byte” class Interactive and individualized Interactive and individualized New courses provide virtual “guide” New courses provide virtual “guide”


Self-paced, questors have 24/7 accessSelf-paced, questors have 24/7 access Courses include on-line assessments, Courses include on-line assessments,

learning assignments, resources, and MAPs learning assignments, resources, and MAPs Check-Points between courses for face-to-Check-Points between courses for face-to-

face contact with CQ Coordinator & staffface contact with CQ Coordinator & staff Questors interact electronically with other Questors interact electronically with other

questors, educational counselors, and questors, educational counselors, and subject matter expertssubject matter experts

OUTCOMESOUTCOMES

CQ is improving recruitment and retentionCQ is improving recruitment and retention New hires “waiting for job at Clarian” due New hires “waiting for job at Clarian” due

to opportunities available hereto opportunities available here Current employees “want to stay at Clarian” Current employees “want to stay at Clarian”

since other employers don’t have CQsince other employers don’t have CQ Managers report improved attendance and Managers report improved attendance and

job performance among questorsjob performance among questors

OUTCOMESOUTCOMES

Increased employee morale Increased employee morale Enhanced service excellence provided by Enhanced service excellence provided by

happy employeeshappy employees Promoting entry-level workers expands Promoting entry-level workers expands

diversity throughout the organizationdiversity throughout the organization Strengthens the community and familiesStrengthens the community and families


CQ recognized as “Best Practice” by CQ recognized as “Best Practice” by American Hospital Association and other American Hospital Association and other organizationsorganizations

Clarian awarded Goodwill Industries’ Clarian awarded Goodwill Industries’ “Employer of the Year” for 2nd time for “Employer of the Year” for 2nd time for helping area residents overcome helping area residents overcome employment barriers and advance in their employment barriers and advance in their careerscareers

MAKING IT WORKMAKING IT WORK

Administration invests in employees (human Administration invests in employees (human capital)capital)

Managers support career development; flex Managers support career development; flex schedules schedules

Foster a “promote from within” philosophyFoster a “promote from within” philosophy Remove stigma of entry-level service workers Remove stigma of entry-level service workers ““Internal attrition” is good for the organizationInternal attrition” is good for the organization Leaders involved (SME’s, job shadowing, Leaders involved (SME’s, job shadowing,

teaching)teaching)

EDUCATIONAL ASSISTANCEEDUCATIONAL ASSISTANCE

Career QuestCareer Quest Scholarships Scholarships » $500 every 6 months $500 every 6 months » complete 42+ hours of approved educationcomplete 42+ hours of approved education

» basic skills, GED, ESL, classes, computer training basic skills, GED, ESL, classes, computer training » Env. Svcs, Transportation, Dietary, Clinical Eng.Env. Svcs, Transportation, Dietary, Clinical Eng.» Offsets less income from not working 2nd jobOffsets less income from not working 2nd job» Must be in Career Quest®, not on corrective actionMust be in Career Quest®, not on corrective action

CAREER RESOURCE CAREER RESOURCE CENTERSCENTERS

Both campuses, employee access 24/7Both campuses, employee access 24/7 Basic skills instructors, career counselors Basic skills instructors, career counselors Assessments (interests, TABE, ACT Work Keys) Assessments (interests, TABE, ACT Work Keys) Career resources (job descriptions, salary ranges, Career resources (job descriptions, salary ranges,

labor projections, education/license requirements)labor projections, education/license requirements) Internet searches, CAI modules, ELLIS softwareInternet searches, CAI modules, ELLIS software Information on training programs, colleges, Information on training programs, colleges,

scholarships, etc.scholarships, etc.

SCHOOL AT WORK SCHOOL AT WORK PROGRAMPROGRAM

Employees working on advancementEmployees working on advancement DOL grant; Anne Arundel Community DOL grant; Anne Arundel Community

College in Maryland and Catalyst LearningCollege in Maryland and Catalyst Learning Two semesters, DVDs and Web Two semesters, DVDs and Web

assignmentsassignments Topics: Intro to Health Care, math, ethics, Topics: Intro to Health Care, math, ethics,

communication, professionalism, medical communication, professionalism, medical terminology, anatomy, leadership, etc.terminology, anatomy, leadership, etc.

CQ scholarships for participantsCQ scholarships for participants

IMPACT OF T&D IMPACT OF T&D INITIATIVESINITIATIVES

Motivates, empowers educators because Motivates, empowers educators because they see the results every daythey see the results every day

Motivates, empowers employees because Motivates, empowers employees because they have resources available to them that they have resources available to them that are not available elsewhereare not available elsewhere

Timing couldn’t be better due to labor Timing couldn’t be better due to labor shortages and interest in career shortages and interest in career developmentdevelopment

APPLICATIONS & APPLICATIONS & CONSIDERATIONSCONSIDERATIONS

Can be scaled down and customized for Can be scaled down and customized for smaller organizations and in other industriessmaller organizations and in other industries

Start small and build on successes Start small and build on successes Set goals, priorities and expect to take Set goals, priorities and expect to take

longer than you estimate longer than you estimate Watch for opportunities when you least Watch for opportunities when you least

expect themexpect them

APPLICATIONS & APPLICATIONS & CONSIDERATIONSCONSIDERATIONS

Search internally and externally for partnersSearch internally and externally for partners Seek a win-win situation for everyoneSeek a win-win situation for everyone Nurture partners and relationshipsNurture partners and relationships Be creative with funding, not just budgetsBe creative with funding, not just budgets Administration must be on board with youAdministration must be on board with you How does career development support your How does career development support your

organization’s mission and values?organization’s mission and values?

THINGS TO KEEP IN MINDTHINGS TO KEEP IN MIND

Ensure that educators are fully committed to Ensure that educators are fully committed to helping everyone grow and advancehelping everyone grow and advance

Culture of “promoting from within” Culture of “promoting from within” You can never communicate too muchYou can never communicate too much Celebrate successes and make them visible Celebrate successes and make them visible Consider newsletter like the PathfinderConsider newsletter like the Pathfinder Be patient Be patient

FUTURE PLANSFUTURE PLANS

Seek external funding to increase career Seek external funding to increase career counseling resourcescounseling resources

Connect staff development with corporate Connect staff development with corporate initiatives (Contribution Management, initiatives (Contribution Management, Quality Improvement, Retention, etc.Quality Improvement, Retention, etc.

Continue to enhance on-line CQ courses, Continue to enhance on-line CQ courses, increase interactivityincrease interactivity

Investigate licensing CQ for other hospitalsInvestigate licensing CQ for other hospitals

Healthcare Retention Conference Presentation: Clarian Health ...

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