Caring for our employees in the workplace

Ensuring workplace safety
is a unique challenge for
in-home care providers.

The pending resignation of our mayor here in San Diego has made national headlines of late. It's been the source of many jokes and some public embarrassment, but also provides an opportunity to reflect on the need to protect and care for our employees in their workplaces. The allegations being made against Bob Filner paint the picture of a manager who ran an office filled with fear, intimidation, and harassment. At Elder Care Guides, we are committed to a work environment that is safe, secure, and free of unlawful harassment or discrimination. As an employer of many clinicians and hands-on care providers who work in private homes, we face a unique challenge in ensuring that we’re providing a safe and positive work environment. The Care Manager plays a key role in assessing the home and addressing any potential safety concerns that may put either the client or the caregiver employee at risk. Clients with advanced dementia or serious mental illness occasionally exhibit difficult behaviors, and even a well-trained and experienced caregiver can benefit from the 24/7 availability of the Care Manager, to whom they can reach out for support and guidance.

Our obligations to our employees run far deeper than just providing a safe and secure workplace. We believe that employees who understand and utilize their personal strengths are fundamental to our success, and that their full engagement enhances the services we provide. When we are making a “match” between our caregiver employees and the clients that we serve, we are paying close attention to the strengths and personalities of both. It brings tremendous satisfaction to help a client find that “just right” caregiver, and it’s even more gratifying when we’ve also done the same for our employee.

Are Your Employees Orange?

We have spoken earlier about the great research done by Chester Elton and Adrian Gostick in The Carrot Principle, a book about employee engagement and the effects of recognition in the workplace. The authors have done it again, this time in The Orange Revolution, which discusses teamwork. The book encompasses what makes a great team, and how an "orange" team, or one with a high sense of unity in a common goal, achieves breakthrough, positive results.

Teams exist in almost every organization, in every arena. The elder care industry is no exception, especially when you consider geriatric care management, and the team it takes to care for an elder in their home. Elton and Gostick found that once an initial level of basic competence is met, there are 5 key factors every team needs in order to achieve "orange" status and be effective:

• Goal Setting (knowing where the team is going)
• Communication (wise use of your voice and ears)
• Trust (believing in others and being trustworthy)
• Accountability (doing what you say you will do)
• Recognition (appreciating others' strengths and contributions)

A geriatric care manager and an organization that employs caregivers to the elderly has a key responsibility to ensure their employees are humming the same tune when it comes to those five factors. Supervisors who set clear goals, encourage and provide detailed communication, build trust, hold team members accountable, and recognize great work will undoubtedly have an engaged team environment built around the client.

Since October brings us lots of orange in pumpkins, Halloween, and harvest colors, I encourage you to survey your employees and client care teams to see if they are engaged and orange, too.

We Have A Winner!

Elder Care Guides is proud to announce that one of our caregivers, Maricela Pulido, received the award for Outstanding Home Care Service from the California Association for Health Services At Home. The award is given to an individual who is "directly involved in day-to-day care and has consistently provided outstanding service to patients in their homes." Maricela was honored with this award at the CAHSAH National Conference luncheon in Sacramento, CA on May 6, 2010.

Maricela was nominated because she not only has worked for Elder Care Guides since 2004, but she has been a caregiver for the same family for over 12 years. Maricela has managed the changing medications, the bathing routine, the various outings, all while keeping in mind her clients strengths and giving him a sense of purpose during his elderhood. Maricela is punctual, dependable, and has been throughout her tenure with this client over the last decade. She has developed a trust with her client and his family that is beyond measure. In addition, Maricela has been a consistent, reliable caregiver, rarely taking time off and always being flexible with the changing needs of her client. For all these reasons and more, Maricela was nominated for, and won this prestigious award! Congratulations Maricela!

The Power of Purpose

The February issue of HR Magazine hit the nail on the head with Haley Rushing's article, "Managing with the Power of Purpose." The central theme of the article suggests that a successful career and a successful business begin with a sense of purpose for what the employees are doing. Yes, the goal of any business is to make money. However, unless the employee working for that business believes in what they are doing, and are inspired by the goals and objectives of the business, the profit will not come.

Elder Care Guides is proud of our mission statement, which centers on bringing purpose to our clients and employees:

We better the lives of elders in San Diego County living with functional impairments by providing professional care management services that center on the goals of the individual, and foster within the elder a lifelong sense of purpose. We believe that:

• by cultivating every client’s unique sense of purpose, we help them develop a meaningful elderhood with a high quality of life.
• by identifying and reinforcing the strengths of our clients, we promote the development of healthy relationships of interdependence amongst the elder, their family, and other supports.
• our employees are fundamental to our success, and their full engagement enhances the services we provide.
• professional caregivers who are employed by an agency and work as a team with a geriatric care manager deliver the best outcomes for our clients.
• the standards and ethics of the National Association of Professional Geriatric Care Managers provide a solid foundation for our clinical and business practices.

Defining a company culture begins with the company's purpose. Key questions the Rushing article posed include:

• Why does the organization exist?
• What difference is the organization making in people's lives?
• What do the employees strive for, and do their goals match the organizations goals?

Employees are an organization's most important clients. Guiding employees to define their own sense of purpose, then showing them how their desires align with the companies mission and vision is the central component of a successful business. Master that connection, and the revenue will follow.

Elder Care: An Employee Benefit

Until recently, day care for children and personal illness have been the major recognized reasons employees need to take excessive time off from work. But what about elder care? Here comes that word again, the sandwich generation, where adults are not only caring for their young children, but their aging parents as well. Being pulled in many different directions affects employees health and well-being, which has a negative impact on productivity, motivation, and health care costs to an organization. Additionally, employees who provide elder care contribute to work interruptions, and unpaid leave. Experts estimate 60% of Americans providing care for someone 50 or older are employed.

Federal law mandates a leave to care for an ill family member, known as the Family Medical Leave Act, and employers are now looking at elder care benefits as a retention tool, in preparation for economic recovery and the accompanying employee turnover expected over the next few years. Many companies have employee assistance programs, which now include more elder care friendly options, such as help with legal and financial issues related to elder care, medical decision support, and even geriatric care management assistance.

Other retention strategies that encompass elder care are those more commonly thought of for child care, but make the transition easily. These strategies include flexible scheduling, paid personal leave days, telecommuting, and job sharing. So, if you find yourself struggling to balance work and elder care, suggest some of these options to your employer, and stress the benefits to the business they will bring. If your employer values retention and high employee morale, these options should be strongly considered.

Caregiver Retention and Turnover: Are You Ready for the Recession Rebound?

The caregiving profession is notorious for turnover. The nature of the business dictates it, and human resource professionals hear every day "I need to work." Although we do our best to keep good employees with as much work as they'd like, it isn't always possible. Due to the recession, however, caregivers have stayed with their employers as active, steady clients have been few and far between for all home care companies. The total employee turnover rate in the U.S. was 16% in 2007, and only 8% in 2009.

The economy is going to recover though. Economists predict a slow, steady recovery, and we have already seen signs of hope. The last piece to regain strength will be employment, but employers need to get ready. Two-thirds of U.S. employees are expected to turnover as the recession deminishes, and that number is even greater for professional caregivers. All those caregivers who have been faithfully sticking by their employers, will start looking elsewhere if they can't get a steady case. Do you want to keep your key employees? What can you be doing to ensure good caregivers don't seek employment at the agency down the street?

We have spoken in this blog before about employee engagement and satisfaction. It's time to start developing a company culture that makes caregivers want to stay, because the economic impact of losing solid, top employee is too great. The most successful retention strategies encompass many factors, including employee engagement, high employer communication, and decentralized management involvement. When employees hear consistent and constant feedback from all levels of the organization, it creates a high sense of belonging and in turn, reduces the desire to seek employment elsewhere. Do your employees know what the company mission and vision is? Are you soliciting ideas from your caregivers on how they can help the growth of the company? We have all heard of exit interviews, but how about STAY interviews?

Employee retention and turnover is a process, not an event. Making sure employees know how essential they are in the success of the business will undoubtedly make them feel valued. Caregivers who are treated as professionals and feel valued and a senses of belonging are the ones that will stay.

Caregiver Appreciation

The most important customers any company has are its employees. If your employees are given the highest quality customer service (employee relations), benefits and guidance, your company will flourish. This is certainly true in the elder care industry, when the employees are caregivers.

Caregiving is an extremely demanding position, both physically and emotionally. There are many ways in which a company can express appreciation to their caregivers. The most obvious choice is offering benefits, which come in many forms including medical and dental insurance, holiday pay, tuition assistance, educational offerings, and regular performance reviews. Additional appreciation avenues can include soliciting feedback via quality assurance surveys, caregiver appreciation parties, holiday gifts, and sending birthday cards.

An important way Elder Care Guides is showing Caregiver appreciation is through our quarterly newsletter, dedicated solely to our caregivers. Included within the newsletter is an announcement and spotlight on a chosen "Caregiver of the Quarter," one who has gone above and beyond in their work with their client, or employment in general.

A little goes a long way in Caregiver appreciation, and the dividends can come back tenfold. A happy caregiver is not only likely to refer quality prospective Caregivers, but future clients as well. Caregivers who feel valued produce high quality service, which translates directly to your clients and subsequently, their families.