Employee Retention, Priceless.
How to Reduce Employee Turnover in Assisted Living
It’s a reoccurring theme year after year: employee turnover continues to be one of the key challenges facing the assisted living industry. The direct expenses associated with employee turnover such as recruitment, training and onboarding, employee morale, overtime, higher probability of work related injuries and decreased resident satisfaction are extremely costly to an organization.
So, what does it take to create a high level of employee satisfaction and retention? What we do know is that happy employees don’t leave. Customer service excellence for residents is the gold standard for occupancy. Using that same customer service thought process and applying it to our day-to-day interactions with employees will be the key to increasing employee retention. Employee recognition is also a universal motivator and driver of keeping employees satisfied and engaged.
By adapting a customer service approach, your community can better invest in its employees and organizational infrastructure to reduce turnover. The best way to keep your employees happy is to treat them as you would residents or visitors. To implement the customer service method, your assisted living community should:
- Create an Employee Satisfaction Program: Take the time to fully understand your employees' needs and expectations as well as address their concerns. An employee satisfaction program is a strategic concept that must start from the top of the organization. Leaders must send a clear message that stresses the importance that all employees provide a valued service.
- Implement Mentoring: This is a great retention tool for both the new employee and the existing staff member. The mentee enjoys the benefits and knowledge provided by the mentor, as well as, an easier assimilation into the workplace. The mentor experiences professional growth benefits that increase their confidence and job satisfaction.
- Enhance Communication: Include employees in the decision-making process to make them feel empowered and committed to their jobs. It’s important that employees' needs, ideas and input are valued and recognized often.
- Recognize & Reward: The importance of recognition and appreciation are two elements that rarely receive the attention they deserve and should not be overlooked due to the low cost/high return results. Recognition reinforces desired behaviors and builds relationships and teamwork.
Taking the customer service approach with employees will lead to long term benefits. Happy employees = happy residents.
To learn more about how to minimize risk and maximize health for your assisted living community, chat with us!
- Customer Service: The #1 Priority for Assisted Living
- Marty Butler Explains Employee Turnover in McKnight’s Senior Living
- Assisted Living Case Study
- 2017 Industry Outlook Video: Senior Living
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