A Home Care Pulse Integrated Partner since 2010

This special presentation sponsored by:

Presented by Aaron Marcum, Founder & CEO of Home Care Pulse

The Caregiver Mentor Program

Housekeeping» Everyone is on mute.» IMPORTANT – For the best quality audio, try

using your telephone and not your computer’s microphone.

» Type your questions in the question box and we will address them at the end of the call.

» Please “be present” today, pretend we are in a classroom together.

» Please take the one question survey when leaving the presentation.

Presenters’ Background

Aaron Marcum, CEO & Founder of Home Care Pulse

Who Are We?

Leading Quality Management Firm for

the Home Care Industry

Founders and Creators of the Largest National Study

for Home Care

Front Stage

vs. Back Stage

Front Stage – You, your team, and your Caregivers are front stage performers.

Back Stage – “Everything that occurs Back Stage is determined, measured, and judged by how well it contributes to the results achieved on the Front Stage. The growth of the Front Stage quickly comes to a stop unless the Back Stage is continually growing.” - Strategic Coach

Know When to Quit and When to Push Through

the “Dips”

Examples of “Dips”Which ones do you quit and which ones do you push

through?

» Client Referral Program» Developing a new service/product line (i.e.

Dementia Care Specialty)» Expansion» Hiring and managing a sales rep» Formalized Quality Management Program» Providing “Best in Class” training» Formalized Retention Strategy» Mentoring your Caregivers

Why Should You Invest In This Dip?

2013 Private Duty Benchmarking Study

52.6%

2012 Caregiver TurnoverOverall

High Turnover Can Destroy Your Backstage

SHRM, the Society for Human Resource Management, estimated that it costs $3,500.00 to replace one $8.00 per hour employee when all costs — recruiting, interviewing, hiring, training, reduced productivity, etc. were considered. SHRM’s estimate was the lowest of 17 nationally respected companies who calculate this cost!

High Turnover (cont.)

» You may be thinking, “Some employee turnover is unavoidable, even desirable.” You’re right. Some turnover is necessary, to replace marginal or poor employees with more productive ones and to bring in people with new ideas and expertise. However, high turnover costs are both avoidable and unnecessary.

» This is where companies need to focus their efforts. The goal is to retain valued performers while replacing poor ones.

What is a Caregiver Mentoring

Program?A “Caregiver Mentoring Program,” is a formalized training program focused on building confidence, satisfaction and retention among both your caregivers and your clients.

Where Did it Originate From?

» Began when I had my own home care agency and implemented many of these principles based on the success others had with it.

» Combined the best practices of similar programs utilized from some of our Best of Home Care® award winners.

» Feedback from thousands of employed caregiver satisfaction interviews.

The Benefits of an EffectiveCaregiver Mentoring

Program» Focuses your retention program on your best

caregivers.» Provides a “Career Ladder” for your caregivers. » Produces better trained caregivers.» Accountability for newer caregivers.

The Benefits of an EffectiveCaregiver Mentoring Program

(cont.)» Produces greater confidence among team members

and caregivers.» Helps clients feel more safe and secure. » Helps drive client and employee satisfaction.» Helps drive client and employee referrals.» Empowerment.

Who are the “Mentors”?

1. You2. Your entire office

team3. Your best,

experienced, and most loyal caregivers

6 Steps to a FormalizedCaregiver Mentoring

Program1. Formalize the mentor

selection process.2. Formalize the mentor

teams.3. Formalize the program

Structure.4. Formalize the

compensation structure.5. Formalize Your mentor

training for ALL mentors.6. Formalize the promotion

of this program. (Let prospects and caregivers know you have it!)

Formalize the Mentor Teams

» The office team function as Mentor Leads.» Every office team member should have the option to

function as mentor leads – Helps them stay close to the “front lines” and make a greater positive impact.

» Assign Caregiver Mentors to the Mentor Lead who would best work with them.

Formalize the Mentor Teams (cont.)

» Both team members have a different mentor focus with new caregivers.

» Caregiver Mentors report their mentor duties to their assigned Mentor Leads.

» The Mentor Lead is not necessarily their supervisor for all other caregiver responsibilities.

Mentor Team Primary Roles with New

Caregivers (60-days)Mentor Lead Caregiver Mentor

Oversees their overall experience Provides hands on training, especially on the first shift

Ensures compliancy with policies Random checkups and hands on training- as directed by Mentor Lead

Weekly Coaching Calls with New Caregiver (Caregiver Mentor could also perform these calls)

Main go to person when the New Caregiver has questions or needs help

Tracks progress of New Caregiver Reports back to Mentor Lead

Reports back to Director every month of any issues

Mentor Flowchart

Assigned to MentorTeam

New Caregiver(NC)

Mentor Lead Caregiver Mentor

Reviews WeeklyProgress of eachNew Caregiver w/

Director

Certifies NC after60-Day Program is

Complete

Weekly Mentor Calls(NC Initiates Calls)

Mentors NC inOrientation Training

Random check-upcalls/visits as

directed by MentorLead

1st Shift - MentorsNC (2 hours)

When possible, isintroduced to NC atOrientation Training

The Weekly Mentor Coaching Calls

» Same time every week and initiated by the new caregiver (may change based upon changing schedules)

» NC calls the Mentor Lead at a pre-established time» 10-15 minutes» The Outcomes

– Positive focus– The state of their clients– Frustrations and areas they would like to have more training in– Generate new ideas

» Questions they can ask (switch them up)– Give me 2 positive things that have happened this week while being a caregiver. (This should

happen on every call.)– How are your clients? Do you have any concerns?– What challenges are you dealing with? Any additional training?– Could you provide any ideas that could help the company and other caregivers as a whole?– Any suggested improvements we could make in the office?

Formalize the Structure/Rules

» New caregivers go through the program for their first 60-days.

» New caregivers receive a certificate of completion once they complete the program after 60-days.

» Caregiver Mentors and Mentor Leads are required to completed mentor training.

Formalize the Structure/Rules (cont.)

» Mentor Leads could be assigned to more than one mentor team.

» Weekly mentor calls should never include gossiping or speaking ill of the company, etc. These expectations are set forth in training. Focused on helping the new caregiver provide the best “Client Experience.”

» Director/Owner reviews progress, provided by Mentor Lead.

Formalize the Compensation Structure

Mentor Lead Structure Caregiver Mentor Structure

Incentive based Wage based

Incentive Example: For every NC who completes program they receive points/cash/gift card, etc.

Example: Overall pay increased $1 an hour

On their “Mentor Lead Certified” certificate, they receive a new sticker every time one of their NC’s completes the program

Paid for random calls and hands on mentor training

Mentor Stickers provide a reminder of how many they have mentored. It is a badge of honor.

On their “Caregiver Mentor Certified” certificate, they receive a new sticker every time one of their NC’s complete the program

Promote The Program (Internally and Externally)

» Promote the program to all of your caregivers and why they would want to work towards becoming a Caregiver Mentor.

» Makes sure caregivers understand the requirements and expectations.

» Explain the program on your website, marketing collateral, etc. Make sure referral sources know about it.

» Communicate the program to the community in generalities and not specifics (i.e. everyone of our caregivers goes through our intense 60-day hands on training with an [Agency] Mentor Certified Trainer).

Formalize the Mentor Training

Mentor Lead Certified Caregiver Mentor CertifiedExpectations when working with NC’s and Caregiver Mentors

Expectations when working with NC’s and Caregiver Mentors

Shadows Caregiver Mentors at clients homes

Additional hands on Caregiver Training

Comprehensive review of company policies and procedures

Comprehensive review of company policies and procedures

Leadership training & role playing Leadership training & role playing

Random Checkup Calls Mentor Weekly Calls

Communicating with Staffing Coordinators and Caregiver Mentors in scheduling hands on trainings

Working with Staffing Coordinators and Mentor Leads in scheduling hands on trainings

Reporting Reporting

Mentor Lead Certified Certificate Caregiver Mentor Certified Certificate

The Four Outcomes of the Training Program

1. Professional Caregiver Skill Set2. Expectations Clearly Understood3. Greater Confidence in Abilities4. Focused on Client Satisfaction

Is This A “Dip” Worth Investing In?

» Only if retention of your best people is important to you.

» Only if you are willing to invest your time and energy into formalizing it.

» Only if you want to improve the “Client Experience” and receive more client referrals.

Is This A “Dip” Worth Investing In?

(cont.)» Only if you see

employee empowerment as a critical component to increased satisfaction of clients and employees.

» Only if producing a confident and well trained caregiver helps your clients feel more safe and secure.

» Only if you want to decrease turnover and increase retention of your best caregivers.

Another “Dip” Worthy of Investment:The Home Care Pulse Quality Management

Program

» We capture and measure client and employed caregiver satisfaction for over hundreds of home care providers across North America.

» Significantly Improve “The Client Experience” - Monthly Quality Reports (Benchmarking, trending, feedback, etc.)

Another “Dip”:The Home Care Pulse Quality Management Program

(cont.)

» A Game Changer – Proof of Quality Carehttp://www.homecarepulse.com/awards/ » To Learn More

– www.homecarepulse.com (Watch demo videos)– Contact us at (877) 307-8573 for a free 1 on 1 consultation/webinar

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