The latest information on caregiver recruiting, selection, training and retention for home health care agencies, hospices, and private duty home care companies. This information is sponsored by Caregiver Quality Today, and Leading Home Care ... a Tweed Jeffries company.
Wednesday, June 26, 2013
How Will You Meet The Future Demand For Home Care Workers?
Much attention is being focused on how home care
companies will meet the growing demand for quality home care workers. The U.S.
Dept. of Labor states the “employment of home health aides and personal care
aides is expected to grow by 69%-70% from 2010 to 2020, much faster than the
average for all occupations”.
Deane Beebe, Paraprofessional Healthcare Institute Media
Relations Director, writes “the demand for home care workers will grow from the
3.3 million employed in 2010 to 1.6 million new positions projected by 2020”.
Where will you
find these caregivers?According to the
2013 Private Duty Benchmarking Study, published by Home Care Pulse, the Top
Five Caregiver Recruitment Sources/Methods are:
– Craigslist.org Job Ads
– Career Builder
– Current Employees (Employee Referral Program)
In its ongoing survey of the
American workplace, Gallup found that only 30 percent of workers
"were engaged, or involved in, enthusiastic about, and committed to
The poll, released last
week, examined worker engagement beginning in 2010 and ending in 2012.
classifies three types of employees among the 100 million people in
America who hold full-time jobs.
The first is "actively engaged," which
represents about 30 million workers.
The second type of worker is "not
engaged," which accounts for 50 million. These employees are going
through the motions at work.
The third type, labeled
"actively disengaged," hates going to work. These workers -- about 20
million -- undermine their companies with their attitude, according to
The less employees are engaged with their work and their organization, the more likely they are to leave to an organization. Turnover can be costly,
and turnover in professional roles, such as nurses or engineers, is
more costly than turnover in entry-level or front-line roles.
Organizations can do several things to increase their employees' engagement. Gallup researchers found that identifying and hiring top management talent can influence workers' engagement and organizations' business performance.
What does this have to do with Home Care?
At Caregiver Quality Assurance, we have taken this issue of employee engagement into account in the Leading Home Care Pre-employment Assessment. The fourth part of this assessment measures employee engagement. Asking a series of validated questions, the assessment will give you a graphic image of the level to which your prospective job candidates were engaged with their previous job and their previous employer.
The report then gives you a graph like the one on the right. Top top bar shows the job candidates level of engagement with their previous job. The lower bar shows the candidates engagement with their previous employer.
Having this information about caregiver engagement will be one more tool in your toolbox to help you recruit, select, train and retain high quality caregivers, office staff, and sales professionals.
There are four things you can learn about job candidates that will help you select the best:
By having this information about a candidate before the job interview, you will be able to ask behavioral interview questions that give you a clearer understanding of the person you are considering for the job. When you have this information in advance, and do a better job of interviewing, you are going to hire the very best candidates, and you will increase the performance of the caregivers, the satisfaction of your clients, and the profitability of your company.
A recent study conducted by Caregiver Quality Assurance using our Bad Hire Calculator shows that the typical cost of making a bad hire of a caregiver will be just over $1,500.00 if they quit or are terminated. What does it cost you if you made a bad hire, the caregiver is actively disengaged, but stays on the job?
What is your experience with job engagement?
What is the level of engagement of your employees? Are they actively engaged, not engaged, or actively disengaged?
A successful home health care
company prides itself in doing things right the first time. This includes doing
background checks on all new-hires. So how did a well-known agency miss the
fact that they hired someone with felony convictions? They performed the
required state police check. What went wrong?
Unfortunately, this company made
a common background screening mistake. They assumed that a state mandated
background check showed all of the applicant’s criminal records. This is such a
common mistake that we’ve included it in our list of six common mistakes and misconceptions.
states often require certain industries to perform certain types of background
checks, often state police searches. State police searches can be a valuable
part of the background screening process, but an employer should not assume
that the search will show a criminal record from another state. Most of the
time they won’t. It’s best to include a
multi-state database scan as part of your search package. They’re fast,
affordable, and will often uncover information about the applicant that you
would not have discovered otherwise. Follow up county criminal searches can
also be performed for verification.
second common oversight employers often make is that they fail to verify past employment, education, and
references. Yes, it can be time consuming, but an employer should either
take the time to do this or have a background screening company do the work.
Often, outsourcing these functions can be more effective.
not knowing their state laws takes third place on our list. Always pay close
attention to your individual state laws. For example, there are currently a
total of eight states that have restricted the use of credit reports for
employment purposes. Additionally, some states are trying to ban the use of
social media information when screening applicants. A few states have laws that
prohibit employers from asking for social media site login credentials.
one usually occurs right out of the gate – Many employers often don’t realize
they MUST first get a signed
authorization form from the applicant BEFORE running a background check.
It’s fast, it’s easy, and it’s required under the FCRA (Fair Credit Reporting
Act). Make sure you keep these on file even if you don’t hire the applicant.
Many background screening companies recommend keeping them on file for five
fifth common mistake occurs at the end of the background screening process.
Many employers fail to provide the
applicant with a pre-adverse and/or an adverse action letter. You might
ask, “What’s that?” This is a letter that notifies an applicant when they might
NOT be hired or WILL NOT be hired because of the results of the background
check. Additionally, it includes a copy of A Summary of Consumer Rights (from
the FCRA), and a copy of their background check results.
sixth common misconception about background screening is that there is an
all-encompassing nationwide search. Unfortunately, there is no publicly accessible
central repository for all federal, state and county level felony and
misdemeanor convictions. Even FBI searches have been known to miss important
criminal records that county level searches located.
As you can see, there are many
things to take into consideration when screening new caregivers/employees. The
good news is that there are resources such as Leading Home Care to point you in
the right direction.
For more information, join us for
our webinar on June 13, 2013 hosted by Leading Home Care.
Travis Fink and McKensie Piepho with National Crime Search will join Stephen
Tweed to discuss these issues and more.
This week's video is from the People Pillar and the Operating Level, and
we look at the process of recruiting and selecting caregivers. As the
economy improves and your business takes off, staff shortages will
become a major obstacle to growing your business. When we started
Caregiver Quality Assurance ® in 2006, the biggest challenge facing owners and CEOs of home care companies was
finding enough caregivers to meet the growing demands of their clients.
The economic downturn in the fall of 2008 caused the growth of home care
to slow, and staff shortages became less of an issue. As we move into
the 2nd quarter of 2013, the economy continues to grow, and the stock
market is on a record run, high net worth individuals are again buying
home care services and more and more companies are feeling the pinch of
Take a look at this week's video on caregiver recruiting and selection. Then let us know what you think.
If your home care company generated more than $2 million in revenue, then
you are among The Leaders in our industry. The median size of The
Leaders is $3,343,000.
One of the factors that makes The Leaders the leaders is their ability
to recruit, select, train, and retain high quality caregivers. As your
company gets bigger, finding and keeping caregivers becomes more and
Here are the Top Techniques used by The Leaders
1. Internet - Craig's List
2. Internet - Career Builder
3. Employee Referral Program
4. Paid Ads Daily Newspaper
5. Word of Mouth - Referral Sources
6. Paid Ads Weekly Newspaper
7. Direct Mail Flyers
8. Internet - indeed.com
9. Internet - local career web sites
10. Internet - snagajob.com
The top ten list for all other home care companies is different. If
your company is smaller than $2 million in revenue, you will want to
order your own copy of the 2013 Private Duty Benchmarking Report to see what is working for your peers and your competitors.
Leading Home Care and Caregiver Quality Assurance
are proud to sponsor the recruiting and retention section of the
benchmarking study. We will continue this research by exploring in more
detail the key elements to successful recruiting using these top
techniques. Stay tuned to Caregiver Quality Today
for more information that will help you apply these top techniques.
Also, stay tuned for future live web conferences on how to executive
these ideas with excellence.
Research conducted by Leading Home Care and Caregiver Quality Assurance
shows that it costs the typical home care company $1,506.96 for each
caregiver who quits or is terminated. If you have 100 caregivers and 52
of them leave, that's going to cost you $78,361.00
That's a lot of money.
What can you do to reduce turnover?
Our research shows that the single most important factor in caregiver
retention is "appreciation and recognition". Caregivers will stay when
they feel valued and appreciated by their supervisors, by the company,
and by their clients.
Data from the 2013 Private Duty Benchmarking Study
show that top five ways that caregivers want to be recognized. Home
Care Pulse, the company the conducts the benchmarking study also
conducts caregiver satisfaction surveys and client satisfaction
surveys. As a result of these telephone surveys, they have determined
how caregivers want to be recognized.
1. Verbal Recognition by Supervisor - 30.4%
2. Pay raise - 29.0%
3. Recognition by Client 15.9%
4. Vacation, PTO, bonuses - 12.5%
5. Company wide recognition - 12.2%
At Caregiver Quality Assurance,
we continue to study these techniques for showing appreciation and
recognition. We'll help you design and implement caregiver retention
programs to reduce turnover, increase client satisfaction, and lower
your costs. That means you make more money.
For more specific information on caregiver retention, join us for a live
web conference, or view the recorded version of our past web
conferences at www.caregiverquality.com.
According to the 2013 Private Duty Benchmarking Study just released this week by Home Care Pulse, the Caregiver Quality Assurance® pre-employment assessment is the market leader for home care companies using online assessments to help select caregivers.
This year, 617 home care companies completed the annual benchmarking
survey, and 22% said they use an online pre-employment assessment tool
to help in their selection. CQA leads the market by a significant margin.
Here is a list of the top providers of online assessments and the percentage of survey respondents who use them:
Caregiver Quality Assurance - 32.1%
Care Profiler - 11.5%
People Clues - 5.1%
DISC from Inscape Publishing - 3.8%
Profiles International - 2.6%
Kolbe Index - 1.3%
What sets the CQA assessment
apart from the others listed is the four dimensions of assessment -
attitudes, behavior, cognitive ability, and engagement. Most of the
others only measure behavior.
Sources of Competitive Advantage
The 2013 Private Duty Benchmarking Study also shows the top 5 things that set a home care agency apart from their competitors:
1. Caregiver Quality - 39.3%
2. 24/7 Availability - 36.1%
3. Client Satisfaction - 27.3%
4. Exceptional Customer Service - 24.6%
5. Professionalism of the Agency - 15.7%
If you want to gain competitive advantage in your local marketplace,
begin by using the best-selling pre-employment screening tool to assure
caregiver quality. Become a member of Caregiver Quality Assurance®.
Get Your Copy of the Private Duty Benchmark Report
According to the 2013 Private Duty Benchmarking Study from Home Care Pulse,
the caregiver turnover rate for non-medical home care companies hit an
all time high in 2012 at 52.6%. The turnover rate has been growing
steadily each year for the past four years.
2012 - 52.9%
2011 - 49.8%
2010 - 46.2%
2009 - 39.4%
What's the Cost of a Bad Hire?
If over half of all caregivers are leaving each year, what does that
cost a home care company? Research conducted by Leading Home Care and
Caregiver Quality Assurance, using our "Bad Hire Calculator" shows that the typical cost of making a bad hiring decision is over $1,500. If you have 100 caregivers and half of them leave, that will cost you over $75,000 per year. You can do a lot to reduce turnover for $75,000 per year.
To learn more about the cost of a bad hire, check out the recording of a CQA web conference held on May 9, 2013 called "Calculating the Cost of a Bad Hire" which can be purchasedfor online viewing in our Store. If you are a CQA member, then you can view the recording once you log-in to your account.
How Can I Reduce Turnover?
While there are a number of factors that affect turnover, the two we have found to be most important are:
1. Caregiver Selection
2. Caregiver Appreciation and Recognition
To stem the tide of rising turnover, you need to do a better job of
recruiting and selecting high quality caregivers. All of our research
shows that companies that use a focused system of caregiver selection
and hold themselves to high standards have much better caregiver
retention than the rest of the industry.
We also know that the number one factor in caregiver retention is
employee appreciation and recognition. When caregivers feel valued and
appreciated, they stay longer. The Benchmarking Study tapped into the database of Home Care Pulseto
look at their caregiver satisfaction surveys to determine how
caregivers want to be shown appreciation. Here's what the data says:
1. Verbal Recognition by Supervisor - 30.4%
2. Pay Raise - 29.0%
3. Recognition by Client - 15.9%
4. Vacation time, Bonuses, Gift cards - 12.5%
5. Company wide recognition - 12.2%
For more information on recruiting, selecting, training, and retaining
your caregivers, office staff, and sales professionals, become an active
member of Caregiver Quality Assurance.
Your caregivers are pivotal to your company’s success as they
represent your company in the community. They are one of your most
important marketing tools. However, it just takes one unpleasant
experience with a caregiver to financially hurt your company and damage
your reputation and credibility within your community. Both of which
will cost you time and money to get your business back on the right
track and rebuild your credibility.
Leading Home Care offers
you an instant and affordable service to access the information you
need to help you make an informed hiring decision. Therefore, we are
pleased to announce our affiliation with National Crime Search, Inc.
(NCS) to help make background screening easy and affordable.
You will have access to a web-based national criminal and sex offender
directory that includes over 507 million criminal records. It also
allows you access to motor vehicle reports, credit reports, county
criminal records and much more.
Why should you perform background checks?
34% of all job applications contain lies (Wall Street Journal)
6% of annual revenue is lost due to employee fraud
$15-25 billion is lost each year due to employee theft (Bureau of National Affairs)
Below are just a few examples of the services provided by NCS:
Multi-State Criminal Searches
Multi-State Sex & Violent Offenders Search
County Criminal History
Motor Vehicle Records
Employment Credit Reports
Social Security Verification & Address Tracker
Healthcare Industry Search Services
OIG (Office of Inspector General)
GSA (General Services Administration)
FDA (Federal Drug Administration)
DEA (Drug Enforcement Administration)
Tri-Care (Formally Champus)
Because of our relationship with NCS you will receive top-notch
customer service, discounted pricing, and customized packages to fit
your needs. NCS is committed to providing a quality and affordable
background screening solution tailored to meet your criminal background
Take this important step today … click HERE to register.
One of the most important elements of growing your private duty home
care business is recruiting, selecting, training, and retaining
caregivers, office staff, and sales professionals. While all of those
elements are important, perhaps selection is the most critical.
Those companies that have put in place a systematic process for
selecting high quality caregivers have lower turnover, higher client
satisfaction, better margins, and more profits. Perhaps more important,
their owners have fewer headaches and less stress.
To get some insights into how selection can help you grow your business,
make more money, and reduce your stress, take a look at this short
video by Stephen Tweed.
If you are serious about growing your private duty home care business, and you want to compete based on caregiver quality, then you will want to explore becoming a member of Caregiver Quality Assurance®.
How much of your stress and headaches are caused by caregiver issues? How does your turnover compare to the national averages? Would having better quality caregivers make your life easier and your business more profitable?
This week I came across the article Ohio to bolster checks on home health care workers on www.wdtn.com. Not
only has the state of Ohio received $2.1 million in
federal grant money to use towards background checks for home health
but the state has said that it will also pitch in $700,000 to help boost
access to background information on caregivers to direct-care
providers. This funding means more access to the AG’s fingerprint
database. The electronic system
will allow for faster background checks and immediate notifications of a
caregiver’s arrest or conviction.
Upon further research, a press release from the Governor’s
Office of Health Transformation dated May 15, 2013, stated the following:
Ohio will use the
funds to extend use of the Ohio Attorney General’s Retained Applicant Fingerprint
Database Information Exchange (RAPBACK) system to individuals who are working as
direct-care providers. The electronic system
will make post-hiring background checks timelier and less burdensome, saving
time and money for taxpayers and home-health provider agencies and improving safety
for individuals who receive Medicaid services in their own home or other community-based
The RAPBACK system monitors
and reports post-hiring convictions in real time, allowing offenders with
disqualifying convictions to be removed from their jobs immediately. The three-year
demonstration for home-care workers who are required to obtain background
checks will begin July 1 and will also include:
·Implementation of recently enacted statutory
requirements for uniformity and consistency in background checks;
·training and technical support for appropriate
use of RAPBACK technology;
·the creation of a web-based avenue to access
national and state registries; and
·an ongoing dialogue and partnership between key
state agencies, providers and stakeholder groups regarding additional ways to
ensure consumer safety.
Obviously this is great news for direct-care providers in
Ohio and we can only hope that other states will follow suit, if they haven’t
Providers in Ohio, can you tell us what you have heard about
Providers in other states, what are your states doing, if
anything, to help the background check process in your state?
To help providers in all states learn about the
importance of background checks, Caregiver Quality Assurance is sponsoring a
live web conference on June 13th at 4:00 eastern when Travis Fink
and McKinsie Piepho of National Crime Search will join us and discuss “The Six Things You Need to Know About Criminal Background Checks”. We hope you’ll join us on June 13th!