MissionCare Collective recently sat down with Stefi Klepfer, Office Coordinator of BrightStar Care of Valparaiso to discuss workforce strategy in home care. She shares how they've increased retention by getting to know their team better, rewarding staff for a job well-done, and leveraging surveys to get ahead of potential issues before it causes someone to turn over.
Here is the full transcript.
"One of my favorite things about CoachUp Care is their amazing customer service. People like Sean and Michelle are so kind and helpful. Even when they're explaining the simplest features of the platform, they really listen to your feedback and are quick to implement new features that are based on your needs and your wants for whatever works best for, for your agency. They are cheerleading you, while you're cheerleading your staff and everything that they suggest really does get results.
Through CoachUp Care, we've been able to build on our existing relationships with our staff and get to know them on a more personal level. We've been keeping things kind of laid back, fun, lighthearted, and a little bit less formal which lets us know that staff on another level and then we're able to make more informed decisions about how to best use their unique qualities and features in the workplace. The group as a whole has kind of learned how their role works into the larger picture. People are taking note of individuals who've been thanked for filling in shifts when they know it's for the shift they just called off on and they've been very thankful for everything.They like everyone's posts and they cheerlead each other.
In home care, the retention metric is pretty big and we've been fortunate enough to see great improvement there for our office, the staff are staying longer because they like working with us. They like being rewarded for doing things they're supposed to, they like seeing the other side of the office. So we're not just strict bosses that, that we're people too. We've been using the vibe meter surveys for our regular employee touch points and it's allowed us to identify a couple potential issues and get them addressed before they became real problems which kept a few staff on board. We love knowing kind of where everyone stands and we're gonna continue to use that."
