Picking the Right One Human Resource Experts: Mary Mallory, Wilson County HR Director Tondra Talley, Wilson County HR Facilitators: Christy Nash and Darrell Renfroe State of NC DSS (Local Support Managers) 1

Agenda Overview High Cost of Turnover The Hiring Process The Employee Needed for todays DSS Environment of NCFAST and WSS Training Needs Other Considerations 2

The Enormous Cost of Turnover Employee Cost + Loss of Productivity + Cost to Hire and Train + Many Days to Productivity Income Maintenance Worker II Turnover Cost = $30,000-$

NC FAST and WSS Changes Universal Workers Reception Supervision Issues Triage/Intake Task Management No Wrong Door 4 Redesigning Service Delivery

The Hiring Process Flow Helpful Information from Wilson County HR Team: Mary Mallory, Wilson County HR Director Tondra Talley, Wilson County HR 5

The Hiring Process: Assessment Considerations Where are our greatest needs? What are our opportunities to do things differently? Where do we have the most flexibility? Opportunities Non-traditional classifications Flexibility in hiring The ability to segregate work elements where learning curve is shorter so get workers up-to-speed faster Promoting from Within Contracting or temporary workers 6

The Hiring Process: Develop a Profile Think about your performer(s) when considering your next hire: What skills are required for a candidate to be successful? Is there a realistic job preview you can provide in the posting? What prior experience has led a person to be successful in this role? What constitutes a good personality fit in this position? If someone was not successful, why?

The Hiring Process Technical Attained through education, training and repetition The ability, coming from one's knowledge, practice, aptitude, etc., to do something well NC FAST Data Entry Interviewing Mathematics/Budgeting Translation – Written/Verbal Computer Maneuverability 8 Behavioral Trait belonging to a person A quality characteristic Teamwork Culture Fit Prioritization Organization Skills Handling Difficult Situations Good Communication Skills

The Hiring Process: Posting UNC SSW Jobs List: North Carolina Association of County Commissioners Jobs County Webpage Colleges/Universities Local Community Organizations Free Job Posting Sites Twitter: #ncjobs 9

Utilizing Private Agencies to Screen for Hiring Positions Human Resource Solutions: Greg Mayo, CEO, Hendersonville, NC His area of specialty: He currently works with organizations to improve employee selection and retention processes by reducing turnover, leadership development training, developing effective sales techniques, team development training, and employee evaluation systems. This company uses scholastic tests, psychological tests, surveys, questionnaires, etc. to appropriately screen out those with less skill or who have some hidden emotional issues. Many NC Counties Utilize this Agency 10

Utilizing Private Agencies (Continued) Developmental Associates: Dr. Steve Strauss, CEO (Chapel Hill, NC) Their area of specialty: They evaluate candidates through several major steps: 1.Applicant survey with several difficult questions; 2.An On Line Emotional IQ test; 3.A Telephone Interview; 4.Assessment Process where all top applicants meet with community leaders and County Human Resource staff where candidates have to present a Power Point Presentation; Role play an employee corrective action scenario and write an essay suggested by the hiring agency. 11

The Hiring Process: Interviewing & Selecting Behavioral Interviewing: Conduct behavioral based interview focused questions such as: leadership, attention to detail, stress management, customer focus, etc. 12 Developing a Behavioral Interviewing Process - The steps to develop a behavioral interviewing process include:

The Hiring Process: Interviewing and Selecting (Continued) Identifying which job competencies to focus on during interviews. Developing and asking the right interview questions designed to provide as much information as possible about the interviewee’s experience in each competency by detailing a specific situation in the past where they exhibited a particular competency. Each question should be designed to elicit three specific pieces of information: 1.A description of the situation. 2.The interviewee’s role, responsibility or action in the example. 3.The specific outcome of the situation. 13

14 CompetencyQuestion Teamwork What did you do in your last job to contribute toward a teamwork environment? When working on a team, what role do you usually take? Why? Decision-Making Can you tell us about a really difficult decision you had to make at work recently? Working Environment How have you handled a difficult situation with a co-worker? Handling Frustration Tell me about a time in which you could not finish a task because of lack of information. How did you handle it? Communication Relate a time in which you had to use your verbal communication skills in order to get an important point across. Stress Tolerance Can you recall a particularly stressful situation you have had at work recently? What was your role in the situation? Did you do anything specific to deal with the stress

The Hiring Process: Interviewing & Selecting Technical Interviewing: Addressing specific, desired skill through interview focused questions and performance tests on subjects such as: computer skills, budgeting, conflict management, and data input. Developing a Technical Interviewing Process - The steps to develop a technical interviewing process are much like those for behavioral and include: Identifying which job skills to focus on during interviews. Asking the right interview questions and developing the right tests designed to provide as much information as possible about the interviewee’s abilities. 15

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