The Frontline Advantage: Discovering and Developing a Frontline Clerical Workforce
Abstract
Background
The Covid-19 Pandemic and the ensuing response efforts highlighted vulnerabilities as related to the frontline workforce.
Methods
We identified the shared core competencies among our organization’s top performing customer service representatives. These competencies became the framework for outlining performance standards for current frontline clerical workers while guiding the rework of our interview process for new Customer Service Representatives. This task included the creation of competency specific assessment activities, and the development of interview questions which would demonstrate the alignment of past behaviors with specific competencies.
In addition to reworking our interview process, we created a new orientation and training process for customer service representatives. This process begins with an orientation titled “Introduction to Public Health” which provides the employee with a broad overview of Public Health programs and processes. Upon completion of this training, the new employee is then paired with a preceptor whom they work with 2-3 times per week to receive system specific training. This training is documented daily, and shared with supervisors, so that deficiencies can quickly be identified and remediated.
Results
By utilizing the onboarding and training process outlined above, we have been able to produce frontline staff who are ready to operate independently in a clinical setting within a timeframe no greater than 6 weeks.
Conclusion
With the systematic overhaul of our onboarding and training procedures implemented for all new clerical staff; notes and data collected during the preceptorships are compiled and analyzed to validate the success of those procedures. Once evidence of that success is provided, training schedules are created to provide professional development for all existing Customer Service Representatives.
Keywords
workfoce development, training, retention
The Frontline Advantage: Discovering and Developing a Frontline Clerical Workforce
Background
The Covid-19 Pandemic and the ensuing response efforts highlighted vulnerabilities as related to the frontline workforce.
Methods
We identified the shared core competencies among our organization’s top performing customer service representatives. These competencies became the framework for outlining performance standards for current frontline clerical workers while guiding the rework of our interview process for new Customer Service Representatives. This task included the creation of competency specific assessment activities, and the development of interview questions which would demonstrate the alignment of past behaviors with specific competencies.
In addition to reworking our interview process, we created a new orientation and training process for customer service representatives. This process begins with an orientation titled “Introduction to Public Health” which provides the employee with a broad overview of Public Health programs and processes. Upon completion of this training, the new employee is then paired with a preceptor whom they work with 2-3 times per week to receive system specific training. This training is documented daily, and shared with supervisors, so that deficiencies can quickly be identified and remediated.
Results
By utilizing the onboarding and training process outlined above, we have been able to produce frontline staff who are ready to operate independently in a clinical setting within a timeframe no greater than 6 weeks.
Conclusion
With the systematic overhaul of our onboarding and training procedures implemented for all new clerical staff; notes and data collected during the preceptorships are compiled and analyzed to validate the success of those procedures. Once evidence of that success is provided, training schedules are created to provide professional development for all existing Customer Service Representatives.
