River Valley Human Resources Association March 19, 2009 Connie Roy-Czyzowski, SPHR, CCP Vice President, HR Northeast Delta Dental

 NEDD’s New (and Not So New) Employee OnBoarding Program  Share some stories about great things you do! (for a prize!)  Q & A

 180 employees  One of 39 Delta Dental Plans in the Delta Dental Plans Association  NEDD = DDPVT, DDPME, DDPNH  Guarantee of Service Excellence

Outstanding service to customers (we administer dental benefits for nearly 700,000 people with a 97.6% retention) Good ‘corporate citizen’ (Foundation, employee volunteers/board participation) 501(c)4 = our focus is Main Street not Wall Street! ‘Employer of Choice’ brand

 To be the premier dental benefits provider  …to be the leading force in the dental prepayment marketplace…by offering dental programs to benefit our purchasers, subscribers and participating member dentists  Teamwork, communication, quality, integrity

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Welcome packet includes...  Offer letter (rate of pay, day and place of payment, -- see NH DOL Chapter 275:49)  Info about the company…annual report  Team Power (newsletter)  Employee Guide  “The Customer”  Management org chart

 We prepare worksite ( , desk phone, welcome card/plant)  Add new colleague’s name to phone directories  Order name plate so it’s there before the new employee starts work  Intro to all colleagues throughout company…a few words about the new ‘kid on the block’

We have a new Senior Marketing Support Representative starting on Monday, February 16. Her name is Elizabeth Taylor and she comes to us most recently from Wellpoint Medicare Appeals where she worked as a Grievance Appeals Representative. Elizabeth worked for Wellpoint and, before that, Anthem for over 10 years. Elizabeth lives in Salem, NH with her husband, Richard. She has two sons, ages 21 and 19. Her oldest is a Junior at Keene State College majoring in Health Sciences. Her youngest is in the U.S. Marines, stationed in Texas for training. Now that both of her children are out of the house, she and her husband are looking forward to traveling more. Their first stop: Washington D.C. She has never been! Elizabeth has one dog, an 8-year-old Boxer/Lab mix named Belle and four small birds. Elizabeth wanted me to express how excited she is to begin her new job and meet all of you! Please join me in welcoming her to the team! Thanks, Julia Roberts Announcing

 Name in lights !  Introductions to all colleagues (by manager)  Welcome wagon packet (sweater, map of area, other ‘stuff’) Welcome!

HR “paperwork/benefits review ”  Meeting with HR staff to complete I-9, W-4  Benefits overview, enrollment forms and info provided to the employee (our benefits begin the first of the month after 60 initial days of employment, so this is informational, not enrollment)

 Manager’s checklist  Building map, access card to enter building  How to use phone & (Help desk or department manager)  Department Lunch!

New (and not so new!) Employee Orientation Presentations in most aspects of business 4-day schedule of events, ice breaker exercises Lunch/down time to get to build relationships NEDDWeb (Intranet) Photo and info added to – “Get to Know your Colleagues”

 Company history (DDPA, etc)  Governance  How company makes money  How company measures success  The values/behavior expectations  The culture  The competition  Philanthropy and community involvement

Welcome Aboard New Employees! NORTHEAST DELTA DENTAL’s Onboarding Program 8:00AM – 8:30AMWelcome Ice Breaker 8:30AM – 9:00AMLotus Notes, Telephone System and Information Systems - MW 9:00AM – 9:30AMCompany Organization & DDPA Overview – KR 9:30AM – 9:40AMBreak 9:40AM – 10:10AMThe Northeast Delta Dental Foundation and Philanthropy – KW 10:10AM - 10:30AMG.O.S.E – NS 10:30AM - 11:00AMStrategic Planning & Balanced Scorecard – 11:00AM – 11:15AMBreak 11:15AM - 12:15PMFacilities - JK 12:15PM – 12:45PMLunch 12:45PM – 1:10PMSafety and Security - JK 1:10PM – 1:35PM Ergonomic & Chair-Info Videos - JK 1:35PM - 2:00PMCorrect computer posture, mouse use and safe lifting techniques– JK

8:00AM – 8:30AMIce Breaker 8:30AM - 9:00AMEAP and Helping Hands - MK 9:00AM – 10:00AMCommittees – Toastmasters, Activities, Helping Hands, Safety & Wellness, Team Power, External Fundraising, etc. – JK 10:00AM – 10:15AMBreak 10:15AM – 11:15AMPolicies Overview - BSL 11:15AM – 11:30AMBreak 11:30AM – 12:30PMBenefits Overview - BSL 12:30PM – 1:00PMLunch 1:00PM – 1:20PMEmployee Community Involvement Grant (ECIG) & Volunteer Involvement Pays (VIP) - MP & DB 1:20PM – 2:00PMFinance 101 – FB

 Introduction to other new employees (ice breakers – your favorite vacation, person who means most to you, hobbies…)  “Ask the employees” panel  Presentations by staff members throughout company  Invite vendors (EAP for example)

 Building and Facilities issues (safety and security)  HIPAA training/confidentiality  Benefits overview  Financial picture  Strategic planning process

The Big Tour  An in-depth tour of every department in the company  Opportunity to hear presentations (the reason the department exists); ask questions (to understand the workflow) Quarterly All Colleagues meeting

Guarantee Of Service Excellence SM Program (GOSE) New employees sit and experience an actual meeting, learn about GOSE and ask questions

 “20 Questions” meeting ◦ Employee meets with VP, HR who asks “20 questions” about how the employee is doing, whether he/she needs work tools, training, etc. ◦ Any issues are brought to the attention of the manager for resolution ◦ Is our hiring process working?

Coffee with the Coach New and veteran employees meet with the CEO Service philosophy CEO follow-up on items discussed

Progress Review!

Remember! Prizes!

Do what works for you in your organization!