Improving the New Employee Orientation Process

Summary

Impact Statement: 
Customer satisfaction is key to any health department, and ensuring new employees’ satisfaction is no exception to this tenet. Deschutes County Health Services (DCHS) achieved tremendous success in orienting and onboarding these important “internal” customers through a comprehensive process that is supported with workflows and training materials. Two months after the new process was launched, 100% of new hire survey respondents were very satisfied or satisfied with their “overall orientation experience.”
Summary: 

The DCHS Workforce Development Committee launched a new employee orientation and onboarding process in September 2016. New hires now participate in Welcome Week, which is guided by a trained staff ambassador and includes visits to each health department worksite and a meeting with the management team. The renovated process engages employees; promotes a positive agency culture; and provides employees and their supervisors with the tools, resources, and supports needed for comprehensive onboarding. Moreover, a discussion about what it means to be a public servant has been recognized as being particularly valuable. 

Organization that conducted the QI initiative: 
DCHS
Citation: 

Pineda, K. Public Health Quality Improvement Exchange. Improving the New Employee Orientation Process. Tue, 03/28/2017 - 10:21. Available at https://www.phqix.org/content/improving-new-employee-orientation-process. Accessed May 27, 2018.

Submission Status: 
Completed
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Comments

Submitted by margyrob on

Appreciate seeing QI tools used for internal satisfaction as well! Curious if you have had any feedback that a week of orientation was too much before they could get down to the "real work." 

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Margy Robinson MPH
HIV Care Services Mgr.
Multnomah County Health Dept.
Portland, OR

Submitted by Channa Lindsay on

So far, we have heard that people appreciate the time learning about the agency and work, and that it helps them perform their job. In addition, the entire week is not spent with the ambassador. As indicated in the attached document, "Welcome Week Schedule" (under QI documentation tools), they also spend time with their supervisor/ at their home location. This allows them to become better acquainted with their job.

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Channa Lindsay

Submitted by tkane on

Thinking about your comments in the "future plans" section above .. How do you continually assess whether orientation is preparing new hires for their job adequately? Is there some type of feedback loop that allows managers/supervisors, or staff, to notify the Workforce Committee about workforce challenges/needs that could be addressed through the orientation? 

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Submitted by Channa Lindsay on

Thanks for the question! Above in the QI tools, we uploaded the word document "Example: New Employee Survey". This is regularly assessed by those leading workforce development to determine opportunities for continuous quality improvement.

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Channa Lindsay