Critical Candidate

Touch Points Rebecca TurnerCentral Service and Engagement Intern

Purpose

To create a better experiencefor the candidates through

identifying thecritical touch points in the

candidatelifecycle and fully explaining

each step.

Gathered information

The Process

Validated the information

Researched the information

Present Findings

Candidate Time line:Recruiting

Source/Prequalify/Phone-screen Talent-initial

contact

Provide assignment details-length, pay terms, customer

info, job description and requirement

Kelly internal interview

Regular communication with talent to

provide updates regarding EU

decision/feedback

Interview Prep

Set up Talent interview with EU

Offer Talent assignment

Discuss/confirm pay rate, benefit

information, Kelly holiday information

and pay policies

Confirm assignment details (length) and educate talent on

“at will” employment

Recruiter requests On-boarding

Candidate Time line:On-Boarding/Screening

Contact talent to educate an

OB process

Explain importance of completion of

hiring documents/ Send hiring documents

Complete I9

Send for drug testing

Explain BG and drug screen

process

Conditional Hire

Keep Talent informed of

screening progress

Alert Talent of final

screening/drug testing results

SCREENING: Alert recruiter AND On-

Boarding coordinator of

final screening/drug testing results

Contact KE to coordinate start

dates

Send first day information to

KE

Introduce KE to TSM

Candidate Time line:Talent Solutions Manager

Introduction to KE, provide contact info

Contact KE first day of assignment for

any questions

Perform customer specific

orientation

Provide Quality Control feedback

throughout assignment

Communicate changes/updates related to benefits, holiday pay

and Kelly policies throughout assignment

Provide updates regarding

assignment length,

extensions

Engage with KE by reaching out

on a regular basis

Coach and Counsel

throughout assignment as

necessary

Career development discussions throughout

assignment if KE is interested

If applicable, KE specific functions/gatherings

throughout assignment

Candidate Time line:Talent Solutions Manager

Provide NPS awareness fliers,

prior to Talent NPS survey

Educate KE on NPS and encourage their

feedback

Create employee newsletters to

direct KEs to KLC, My Kelly, etc

If KE’s assignment continues to be

extended, continue to

engage with KE and assist them in

their career development by inquiring if they are still satisfied in current role

If KE would like to acquire

additional skills/advance,

discuss with EU to see if

this is optional

If EU agrees, create plan of

action with/for KE to fulfill this goal

Candidate Time line:Recruiting

Recruiter contacts KE to discuss open positions if

available/suitable

If a suitable position is available, recruiter will

continue with initial talent submission process with EU,

OPS, TSM

Reach out to other recruiters and

inquire possibility of suitable positions for

KE

If position not available at this time, refer KE to KCN, KLC

and continue to provide job hunt, interview, resume advice/tips/info

If nothing is available within

SAO, engage local branch

Q2 2014 SAO Key Drivers

• Helps succeed on the job via ongoing coaching, feedback and development opportunities

• Cares about/is concerned for career growth and development as well as personal goals and needs.

• Provides insightful feedback about performance both during and after working in the position.

Q2 2014 SAO Key Drivers

• Effectively communicates to ensure the work is meeting needs and expectations and/or address any concerns

• Offers an adequate number of appropriate assignments

• Is responsive to all inquiries and concerns and resolves problems to KTE’s satisfaction

Critical Touch Points • First 6 months=“Honeymoon

phase”– 90% of employees make the

decision to stay at the company within the first 6 months (Aberdeen Group- The On Boarding benchmark report)

• Engagement is CRITICAL • Critical for employees to

understand what their role is and how they are contributing to that role

How can we help engage the employee

within the first 6 months?

Fall off Rates during

On-Boarding6/2013-6/2014 SAO On-Boarding

Data-26,626 Requests- 2,377 Fall offs

10%

Top Critical Touch Points

Recruiting: Provide assignment details: length, pay terms,

customer info, job description and requirements

On-boarding: Explain importance of completion of hiring documents/send hiring documents

Screening: Alert recruiter AND on-boarding of final screening/drug testing results

Talent Solutions Manager: Communicate changes/updates related to benefits, holiday pay

and Kelly policies throughout assignment

Talent Solutions Manager: ENGAGE with KE by reaching out on a regular basis

Recruiting: Provide assignment details: length, pay terms, customer info,

job description and requirements

• The Current Process:- Send new start assignment details in an email to employee before the start of assignment (Remote)- Meet with employee in person and give new start verbal details plus a sheet the employee can take with them to further explain details (On-Site)

• What Can We do?- Create a consistent recruiting process whether it is done remotely or on-site.- Build in additional touch points for the remote process to strengthen the relationship while the employee is completing the paper work.

• The Current Process- Send step by step hiring process email (Remote)- TSM sits with the employee to explain documents and allows all questions to be asked (On-Site)

• What can we do?- Proactive reach out

*Ask about internet access for remote I-9 process

*Schedule appointments for the day after the hiring paperwork is sent out for all questions/concerns- Check in every day to keep in contact

On-boarding: Explain importance of completion of hiring

documents/send hiring documents

Screening: Alert recruiter AND on-boarding of final screening/drug testing

results

The Current Process- At times, the recruiter is allowing the candidate to start

without verification that all screens have passed or before screens have been finished.

What Can We Do?- Simple communication between screening team,

recruiter AND the on-boarding coordinator. - Send a contact sheet to the screening team as a

reference for who they should contact after screens are complete. - Alert recruiting not to start the candidate under ANY

circumstances until alerted by the screening team.*

The employee is done with the screening process.

Did you…• Alert Recruiter?

• Alert On-Boarding Coordinator?

Screening: Alert recruiter AND on-boarding of final screening/drug testing

results

Talent Solutions Manager:

ENGAGE with KE by reaching out on a regular basis

The Current Process

- First on the First (Standard engagement program)What can we do?

- Encourage regular contact with all candidates. - Check-in and encourage questions/concerns- Reach out so candidates feel welcomed and appreciated- Create a regular touch-base schedule with all employees- In between all of the verbal communication should be regular emails

“It is just as important to reach out with positive

reinforcement as it is with

constructive comments.” –Kara Ziskie TSM Kraft

Talent Solutions Manager:

Example of Exceptional Communication and Service

Vita Pace- TSM Legal

Opportunity: From my first introduction with this employee, her goal was to be hired on full time by the client and she was willing to work as hard as possible to get there. I was contacted by the client and they indicated that her performance was starting to dwindle and they were not sure she really wanted to be there anymore. They still wanted to eventually make an offer only if her performance were to improve.

Action: I had the opportunity to coach this employee and help her prove herself on assignment so she can reach her goal of full time employment. I wanted this employee to reach her goal because she was so determined and I wanted the client to see that we did place the right candidate for the job and she would be a great addition to their organization. Result: I connected with this employee once a week to discuss her attitude and overall performance. I helped her to grow professionally and give her advice on how to interact within the internal structure. When I connected with the client they indicated she was improving. The client put in the offer the last week of May and luckily it was more than the employee wanted initially. After being on assignment for 8 months and all her hard work, she reached her goal of being hired on full time.

SUMMARYCommunication is at the root of all key drivers/critical touch points/NPS scores/First on the First