10/1/2018 About us Kari Campbe ll Pe g Banks F ounde r, Dog T - - PDF document

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T a ke - Offs a nd L a nding s:

Avoiding T urbule nc e in Staff T ransitions

KARI CAMPBE L L CPACO & PE G BANKS CPACM

About us

 F

• unde r, Dog T

ire d Doggie Dayc are  Vic e Chair, PACCC Board of Dire c tors  F

• unde r, Alaska L

e ague for Animal We lfare Standards (L AWS)  Ce rtifie d Profe ssiona l Anima l Care Ope ra tor  IBPSA Ce rtifie d Pe t Care Spe c ialist (c anine , fe line )  Anc horage Animal Control Advisory Board, past me mbe r  F rie nds of Pe ts, pa st pre side nt  Ne wton’s mom  Dayc are Manage r, Dog T ire d Doggie Dayc are  Ce rtifie d Profe ssional Animal Care Manage r  IBPSA Ce rtifie d Pe t Care Spe c ialist (c anine , fe line )  F rie nds of Pe ts, pa st pre side nt  Anc horage Animal Control Advisory Board Strate gic Plan T ask F

• rc e , pa st me mbe r

 Ge ne va ’s mom

Kari Campbe ll Pe g Banks

Ove rvie w

T ir e d of sta ff tur nove r ? F e e l a s thoug h you a r e a lwa ys tr a ining some one ne w?

 L

e a rn ho w to c re ate a ne w sta ff tra ining

• rie ntatio n pro g ram

 Asse ss ne w e mplo ye e s le ve l o f

kno wle dg e , c o mmitme nt, and pro fe ssio nalism in o ne day

Obje c tive s

 I

n this se ssio n, a tte nde e s will le a rn ho w to :

Do c ume nt Sta nda rd Ope ra ting Pro c e dure s (SOPs) Cre a te sho rt tra ining mo dule s fro m yo ur SOPs Utilize c re a tive to o ls to ma ke o rie nta tio n e a sie r

A smooth ta ke - off...

A g o o d syste m do e sn’ t ha ppe n by a c c ide nt be c a use yo u hire d g o o d pe o ple , o r fa il b e c a use yo u didn’ t. A g o o d syste m thrive s by ide ntifying the princ iple s tha t a re impo rta nt to yo u, a nd hiring pe o ple to c a rry o ut tho se princ iple s c o nsiste ntly.

Pra c tic a l ste ps:

 Do c ume nt Sta nda rd Ope ra ting Pro c e dure s (SOPs)  Cre a te sho rt tra ining mo dule s fro m yo ur SOPs  Utilize c re a tive to o ls to tra in a nd o rie nt sta ff

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Pra c tic a l Ste p One :

Doc ume nt Sta nda r d Ope r a ting Pr

• c e dur

e s (SOPs)

 He lps yo u to a sse ss pe o ple b y skill

stre ng ths rathe r than g e ne ral inte re st (“I ’ m a do g pe rso n”)

Pra c tic a l Ste p One :

Doc ume nt Sta nda r d Ope r a ting Pr

• c e dur

e s (SOPs)

 He lps yo u to a sse ss pe o ple b y skill

stre ng ths rathe r than g e ne ral inte re st (“I ’ m a do g pe rso n”)

 K

e e ps yo u fro m having to re me mbe r e ve ry little thing (se e hando ut)

Pra c tic a l Ste p One :

Doc ume nt Sta nda r d Ope r a ting Pr

• c e dur

e s (SOPs)

Wait! Go o d do g s….

 He lps yo u to a sse ss pe o ple b y skill

stre ng ths rathe r than g e ne ral inte re st (“I ’ m a do g pe rso n”)

 K

e e ps yo u fro m having to re me mbe r e ve ry little thing

 E

xe mplifie s yo ur value s

Pra c tic a l Ste p One :

Doc ume nt Sta nda r d Ope r a ting Pr

• c e dur

e s (SOPs)

E xe mplifie s yo ur va lue s

 Spe c ific sanitatio n tasks > We value a he althy

e nviro nme nt

 Gre e ting c lie nts by name > We value a pe rso nal

re latio nship with c lie nts

 Mo ving a play g ro up fro m c lassro o m to the yard >

We value safe ty o f staff and do g s Wait! Go o d do g s….

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Asse ssing sta ff profic ie nc y is a n

• ng oing proc e ss:

 Ask staff to asse ss the ir o wn pro fic ie nc y

to de te rmine yo ur training fo c us

 Cre ate mo dule s that will train ne w

e mplo ye e s and re fre sh e xisting e mplo ye e s kno wle dg e

 T

alk to yo ur c lie nts abo ut inc luding the ir are as o f e xpe rtise as training mo dule s

 Co mpile yo ur finding s to c re ate yo ur ne xt

tra ining o ppo rtunity fo r sta ff

Pe rils a nd pa ra c hute s:

fa iling to doc ume nt your proc e dure s

 Info rmal training le ave s g aps  Assumptio ns abo ut what pe e r traine rs

ac tually kno w

 Supe rviso rs/ manag e rs fo rg e t thing s to o !  All o f the se je o pardize c o nsiste nc y o f

kno wle dg e , whic h je o pardize s c o nsiste nc y o f se rvic e .

Pra c tic a l Ste p 2:

Cre a te shor t tra ining module s from your SOPs

 Pre se nte d to staff as a g ro up  Use d individually to o rie nt ne w

staff

 Po ste d o r distribute d as a

g e ne ral re minde r o r tune -up o f pe rfo rmanc e

 (Use d in pe rso nal c o ntac t, print,

so c ial me dia, e tc . to e duc ate yo ur c lie nts to o !)

Pra c tic a l Ste p 2

Outc ome s in ne w hire orie nta tion

Asse sse s kno wle dg e (fro m a re a s o f e xisting e xpe rie nc e ) Asse sse s c o mmitme nt (fro m re spo nse s whe n disc ussing pe rfo rma nc e sta nda rds, e xpe c ta tio ns, c usto me r se rvic e , c o mpa ny c ulture , va lue s) Asse sse s pro fe ssio na lism (fro m type a nd de pth o f q ue stio ns a ske d) Asse sse s YOU R o ng o ing prio ritie s (fro m wha t yo u c ho o se to e mpha size in tra ining )

Pra c tic a l Ste p 2:

Outc ome s in ne w hir e or ie nta tion

 Re plac e the mindse t o f damag e

c o ntro l and ke e ping yo ur he ad abo ve wate r with the OPPORT UNIT Y to build yo ur c apac ity with a ne w te am me mbe r.

 Yo ur ne wbie s are no t liabilitie s – the y

are re so urc e s to stre ng the n yo ur busine ss!

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Pra c tic a l Ste p 3:

Utilize c re a tive tools

 K

e e ps yo u o n to pic

 K

e e ps traine e s mo re e ng ag e d

 Sparks mo re que stio ns and dialo g ue  Ca pita lize s o n diffe re nt le a rning style s

(visual, ve rbal, tac tile )

 Inc re ase s staff c o nfide nc e in yo ur

le ade rship

Pra c tic a l Ste p 3:

“But wha t if I’m not c re a tive ?”

 Cre ative to o ls do n’ t have to be c o mple x  Initial pre paratio n o nly has to be do ne o nc e

Pra c tic a l Ste p 3:

“But wha t if I’m not c re a tive ?”

 What to do if yo u are n’ t te c hnic ally savvy  What to do if yo u do n’ t have a plac e in

yo ur fac ility fo r individual training

Pra c tic a l Ste p 3:

Re sults!

 Staff share a c o mmo n frame o f

re fe re nc e

 E

asie r o nbo arding o f ne w staff is e asie r fo r yo u a nd yo ur e xisting sta ff to o

 Ne w hire s g e t the ir fo undatio n dire c tly

fro m manag e me nt

T e am wo rk: Ho w to fit 8 pe o ple into a 2 ft X 2 ft bo x.

Pra c tic a l Ste p 3:

E xa mple : Syste m ba se d on sta ff long e vity

Pra c tic a l Ste p 3:

E xa mple : Syste m ba se d on c ommon stre ng ths

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E xa mple : T ra c king T

• ol

Simple , stra ig htforwa r d

E xa mple : Sta nda rd Ope ra ting Proc e dure

Simple , stra ig htforwa r d Wha t wa s the ite m tha t yo u ide ntifie d a t the be g inning – the thing tha t is ne ve r quite do ne to yo ur sa tisfa c tio n, o r se e ms so simple b ut is do ne inc o nsiste ntly, o r no t a t a ll?

Whe re do we g o ne xt?

Pa ssport for suc c e ss

 Ma na g e yo ur e xpe c ta tio ns  De te rmine yo ur prio ritie s  Utilize yo ur sta ff to he lp

Que stio ns?

HAPPY L ANDINGS!

www.do g tire ddayc are .c o m/ ib psa-slide s

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