1. Boosting Employee Engagement: The San Mateo County Case Study
Donna Vaillancourt
Director of Human Resources
County of San Mateo

2. Overview of Topics The X Model of Employee Engagement
Engagement Drivers
Why Engagement Matters
SMCO’s Engagement Process
What have we learned so far about our employees’ engagement?
What are we doing to improve engagement?

3. THE X MODEL OF EMPLOYEE ENGAGEMENT
Tuesday, April 24, 2018
ORGANIZATION
SUCCESS
Values, Goals, Strategy
MAXIMUM
SATISFACTION
SUCCESS
Values, Goals, Strategy
CONTRIBUTION
MAXIMUM
JOB
INDIVIDUAL
The Goal…more people spending more time at the APEX = more “Great Days” at work.
Town Hall Template

5. Engagement Drivers

6. Need to commit to building this environment
Whose Job Is It?
Tuesday, April 24, 2018
Dimension
Accountability
Individuals
Are ultimately accountable for their own engagement. Only they know what truly motivates them on the job.
Managers
Are accountable to create an environment where engagement can thrive. They need to be engaged themselves!
Executives
Need to commit to building this environment
(align, build trust, inspire and motivate, break down barriers to high performance).
Town Hall Template

7. Why Engagement Matters
Retention of high performers
Shared commitment to org. goals
Productivity, effectiveness
Problem-solving, innovation, adaptability
Engagement

8. Why Engagement Matters

9. Our Engagement Process
Build leadership commitment
Communicate progress
Develop and launch annual survey
Our Engagement Process
Support department efforts
Analyze, share and explore results
Develop countywide resources
Create and support committee

10. Response Rates by AREAS
Year
Respondents
Response Rate
2015
3778*
63%
414
229
721
1469
630
*95% confidence level with a +/-3% margin of error
n = number of respondents

11. IME Favorability Scores (EXTERNAL COMPARISON)
-1 pts.
+4 pts.
-3 pts.
-4 pts.
Benchmark (BM): n = 76k, count- 51 state or county departments or agencies

12. Engagement Findings To-Date
79%
78%
Recommend the County as a GREAT Place to Work
2015
Responded Good or Very Good for Overall Experience working for County
2015

13. How Engaged are Most Employees?
IPMA-HR/ADP/Governing – 58% engaged
Gallup
•29% engaged
•54% not engaged
•18% actively disengaged
OPM Federal Employee Viewpoint Survey – 65% engaged
UK People Survey – 58% engaged.

14. Efforts to Improve Engagement
Approach:
Get more data
Form Teams
Identify Priorities
Develop Strategies
Agree on Measures
Create Accountability

15. Efforts to Improve Engagement
Priority – Strengthen Supervisory Skills Across the Organization
Countywide Programs and Resources
Essential Supervisory Skills Program
Expansion of new performance management system
Supervisor Resource website
Menu of engagement strategies for all levels
Improve employee on-boarding
Improve hiring practices for Supervisors

16. Efforts to Improve Engagement
Department Efforts
New recognition programs
Improved communication and staff input into decisions
Increased access to training
Replacement of outdated equipment
Expanded use of telework arrangements

17. How to Improve Engagement
Department Heads:
Ongoing communication:
vision/goals
achievements & progress
Keep employees up to date
Culture of recognition
Senior Managers:
Support supervisors
Invest in training and development
Stay interviews

18. Recent Engagement Process Improvements
Survey Results at Unit Level
Training for Engagement Champions across the organization
Tools/Software and Training for Understanding Results and Developing Action Plans
Training for Supervisors on Improving Engagement

19. Key Take-Away Lessons
Engagement is an ongoing process toward culture change, not a short-term initiative
It is important to consider how the survey process will address confidentiality concerns and access issues
Department accountability is key, but must be paired with understanding and support

20. Resources Marcus Buckingham – First Break All the Rules
Daniel Pink – Drive
Teresa Amabile – The Progress Principle
HBR.org – Leadership is a Conversation
The Surprising Truth About What Motivates Us
SMCO Employee Engagement:
Supervisor Support website:

21. How do we leap to more great days at work?
Marcus Buckingham – First Break All the Rules
Daniel Pink – Drive
Teresa Amabile – The Progress Principle
HBR.org – Leadership is a Conversation
The Surprising Truth About What Motivates Us
SMCO Employee Engagement:
Supervisor Support website: