Induction and Orientation (Onboarding)

Induction and Orientation

1Have you ever recruited a new starter who you think will be FANTASTIC and before you know it, they are either not working out or worse, they resign on you...

I may be wrong... But I think you may feel a little like this...

Why do you think this may happen?

Perhaps you...

Didnt select the right personThey werent what you expectedThey obviously didnt like the jobThe role must have been too hard for them

Or

They simply just didnt work out...

It could be any number of reasons

3Replacement CostsDirect CostsTermination payoutsAdvertisingBackfillingTraining

Indirect CostsStaff moraleSkill and store knowledgeTime spent recruiting, retraining, upskilling

Can take a new employee up to 6 months to get up to full speed

There are a lot of costs involved when an employee leaves the business

To begin with some direct costs include:Termination payout to the person who has left (this will of course depend upon what they have accrued and whether it is a voluntary or involuntary departure)Advertising for the new role for example SEEK ads cost around $300 per adYou may need to back fill the role or have other staff members do additional hours to cover the hole in your rosterTraining costs depending upon the role but this could include S2/S3, Dispensary Course, Cosmetics training etc

There are also indirect costs involved:Loosing a staff member can create an issue with staff morale therefore may affect productivityLoss of skill and store knowledge (that can be a big one)Time spent recruiting, retraining and upskilling your new staff member again affects productivity

Food for thought it can take a new employee up to 6 months to really get fully up to speed with their new role

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Reduce Startup CostsReduce AnxietyReduce Employee TurnoverSave Time for the ManagerDevelop Realistic Job ExpectationsSuccessful and great LiveLife team member!QCPP Requirement

So, why do and induction and orientation?

Reduce Startup Costs: Proper orientation can help the employee get up to speed much more quickly, thereby reducing the costs associated with learning the job.Reduce Anxiety: Any employee, when put into a new, strange situation, will experience anxiety that can impede his or her ability to learn to do the job. Proper orientation helps to reduce anxiety that results from entering into an unknown situation.Reduce Employee Turnover: Employee turnover increases as employees feel they are not valued, or are put in positions where they cant possibly do their jobs. Orientation shows that the organization values the employee, and helps provide the tools necessary for succeeding in the job.Save Time for the Manager: The better the initial orientation, the less likely supervisors and co-workers will have to spend time teaching the employee.Develop Realistic Job Expectations: It is important that employees learn as soon as possible what is expected of them, and what to expect from others, in addition to learning about the values and attitudes of the organization.Successful and great LiveLife team member who knows the expectations and has been shown how to achieve in the business

These are all the reasons why good employers do inductions for new starters however it is also a QCPP requirement

5New Starter Induction Program

Operations Manual Element 13

The LiveLife Group have a comprehensive Induction program

Most of you will be familiar with this form.

You will find it under Element 13 in the Operations Manual.

The template provides everything that should be covered and splits it into Week 1, Week 2 etc.

Also has who is responsible i.e. The Manager or the LiveLife Coach etc.

Use the timeframes as a guide and definitely delegate appropriate induction responsibilities to either your Retail Manager, or a senior member of staff.6

Know what shifts are to be workedComplete and Fax the New Employee Details form to LLC-HR (found under Element 12)Allocate a buddyWho will conduct the different parts of the induction?Plan out what jobs to be allocated day 1, week 1Organise the uniformsPrepare the locker spaceLet team know who will be joining them and when

For an induction to be successful, you need to plan for the new employees commencement.

Points to consider include:Know what shifts are to be workedComplete and Fax the New Employee Details form to LLC-HR make sure this form is fully completed. You can find this form under Element 12 of the Operations Manual The form ensures your new starter is set up correctly in ClockOn so you can roster them, and also ensures HR can prepare the new starters employment documentation i.e. T&CsAllocate a buddy needs to be a suitable person who demonstrates the LiveLife Values very well i.e. Is a positive role model, and who is will to show the new person the ropes etc.Who will conduct the induction (or parts thereof) you, the buddy, the Retail Manager, a Senior Staff member etc - You should conduct the important stuff yourself! You need to ensure you get the RIGHT message across!Plan out what jobs to be allocated day 1, week 1... - take into consideration any training the new starter may needOrganise the uniforms contact Amy at LLCPrepare the locker space- if you have one or where the staff member can leave their personal effects (i.e. Handbag etc).Let team know who will be joining them and when very important! If you know some key things about the new starter, then let the team know i.e. New to the area, had 10 years pharmacy experience, etc etc

7Preparation contd...Think about training requirements What: S2S3, Products, Tills, Computer Systems/Software, Store layoutWhen: ?Who by: Pharmacist, Senior PA, Buddy, Rep, LLCHow: Face-to-Face, On-Line, External?Diarise qualifying period check-in datesAgree commencement time for first shift

You need to think about the training requirements for your new starter. This will of course be different for each individual but even if they are a very experienced pharmacy assistant, pharmacist, POS manager etc, they will still need some training to orientate them to your store.

So, think about their certification do they need to do their S2S3 training? Store products are they across everything, the tills, computer systems, store layout

When when will this happen not everything will happen at once (or at least shouldnt), so plan out when the required training will take place

By Who might involve different staff members or it may also include LLC (Sue, Mel, Jody, Kristie, Fiona)

Diarise the qualifying period check-in dates immediately. These should be conducted at the end of 4 weeks,12 weeks and 20 or so weeks. Remember to check your roster (for both you and the new starter)

Agree the commencement time for the first shift.8Day 1 General ActivitiesWelcome your new starter!

Orient to store

Complete/follow up all new starter documentation

Introduce to buddy

Day 1 arrives what do you need to do...

Welcome your new starter make them feel comfortable from the very beginning. This may sound obvious but in a busy pharmacy youd be surprised how often it gets forgotten!A formal welcome and introduction to your team helps alleviate the new employees anxiety and reinforces confidence that they have made a good choice of a new employer. The treatment an employee receives on their first day often strongly influences their perceptions of the new employer. Perhaps stop and think about when you first started....what do you remember.... Would you repeat it to someone else? Good or Bad

How your induction process is conducted will depend on the store i.e. whether this is conducted by you, the buddy, the Retail Manager whoever has been allocated this responsibility.

Whoever it is, needs to Show the new starter where the lockers are located, tea room, toilets, etcWhere they can get lunch best spots etc. If a uniform and badge has been organised provide thisGo over the roster how they clock on and off, meal and tea breaks etc,Discuss the organisational planner and how this is usedDiscuss expectation of arriving at work at least 5 mins prior to the shift commencing so they can put their stuff away, check makeup etcGenerally go over, how we did things around here ... GREETINGS .... Leave Notification requirements

Complete and or follow up on all new starter documentation. The new starter will either have received these via the post, or they would have been sent directly to the manager to print off (depending upon the timing).Walk through the key policies with them pointing out the key aspects etc. They will also cover these when completing their online component but you should also walk them through each document.

It is really important that you ensure all paperwork has been completed and faxed back to LLC particularly if this hasnt happened prior to their commencement.

In the past, we simply relied on the employee to do this, but we have found that this has not worked mainly because there was no follow up with the employee. Consequently we often do not have the required paperwork on file when you need it. In addition to this, QCPP has specific requirements in relation to employee paperwork, and therefore, if this is chased up right from the beginning, then it doesnt become a headache to chase up later when your store is audited.

Introduce the buddy. When selecting your buddy, remember to try and select someone who is a good coach who reflects and Values well, who enjoys their working environment and who is happy to act as the Buddy.

9Day 1 General ActivitiesWHSResponding to Fire, Fire Extinguishers, Emergency Exits and the Assembly PointSecurity ProceduresSafe Work Procedures

Store layoutLocation of products and tills

Skills and Responsibilities toolProvide overview of their key responsibilities

Avoid putting the person straight out on the floor before covering off these key points

WHS Legislation requires that you cover off some specific points on day onehow to respond to fire, location of the fire extinguisher and emergency exits and the assembly pointSecurity ProceduresSafe work procedures this would include ladder safety, manual handling etc

Store Layout walk them around the store to and give an overview of the location of all products, point out location of tills

Skills and Responsibilities tool go over their key responsibilities this will obviously be dependant on the role and level of experience etc

A key point is try to avoid putting your new starter directly on the floor before covering these key points. Sometimes this is very difficult if the store is very busy but put yourself in their shoes... They are new to the store, excited to have a new job, want to create a good first impression, so help them become successful in their new role!

10Weeks 1-2Induction program split up into 2 weeksUse as a guide Key PointsLiveLife ValuesOperating ProceduresOn-line InductionLiveLife RewardsCAREPerformance ReviewsTraining Requirements

The Induction program is split up into 2 weeks

Use this as a guide as it will depend upon a lot of things as to how much you can achieve within this timeframe and when it can be achieved.

For example, a prime timer will need less of an orientation than say an Intern

However both orientations as just as important as each other.

Some Key Points to focus on for everyone though include:

Values walk through the values, explain what they mean and how they are role modelled in your store (i.e. To customers and with the team)Operating Procedures Tills, Credits and Returns, Store Security, Cash Control, Leave Notification Requirements, On-line Induction organise a time for this to be completed (mandatory)LiveLife Rewards explain how this works for them personally and how they can gain and use their pointsCARE LLCC to provide overview LLCCs have a checklist they should use to help provide overview including giving a Take 5 on Greetings Performance Review explain review process during qualifying period and then annual review processTraining Requirements again depended upon role

11Weeks 1-2Role and ExpectationsThis is where performance management beginsClearly articulate what is required and your expectations

Set your new starter up for success!

Most importantly..... Their Role and your Expectations

This is where performance management truly beginsFrom be beginning clearly articulate what is required from your new starter in their role and your expectations including performance and behaviourSet your new starter up for success!

12Manager Induction

Operations Manual Element 13

If your new starter is a manager then there is an addition checklist

This has been designed to help the new manager to self direct their own induction Covers areas such as finding out the top 3 things to concentrate on initially (from the owner etc), finding out what reporting is required, how their performance will be assessed, what relationships they need to build etc.Has the Manager Skills and Responsibilities attachedUsed in addition to New Starter Induction ProgramFound in Element 13

13Where to find documents?

Go to Element 13 Induction in the Operations Manual

You will see the relevant documents i.e. New Starter Induction Program, New Manager Checklist as well as the LiveLife Care Coach Induction Checklist.

There is also a New Starter Induction Program Guidelines for Managers which provides some simple tips to help you with your induction.14Final pointEmployer of ChoiceImportant to ensure ALL new employees receive a good induction to your storeHelps alleviate the new employees anxiety Reinforces confidence that the new employee has made a good choice of their new employerIncreases productivity

AND

The LiveLife Group strives to be an Employer of Choice

This means that we are trying to stand out from other employers so that great candidates apply to our stores because they know the LiveLife Group is a good employer

First impressions are very important you have obviously given a great first impression to your candidate as they have accepted your offer of employmentIt is therefore VERY IMPORTANT to ensure their introduction to your store is FIRST CLASS.

Important to ensure ALL new employees receive a good inductionThis will help alleviate the new employees anxiety they may be feeling on their first day, week, month etcAlso helps to reinforce their confidence that they have made a good choice of their new employer

Key: a good orientation will also help your new employee to be more PRODUCTIVE from the very beginning

A good induction also creates an environment of success which in turn sets your new starter up for success!

We at LiveLife want everyone to be given the opportunity to be successful in their role so why not start right at the beginning.

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Sets the new starter up for SUCCESS!

Finally it helps to set you new starter up for SUCCESS to succeed in their new role.16Further Assistance: (07) 5474 2166Fiona Munro HR ManagerKristie McCaul HR AdministrationLiveLife Intranet: Printable version available to download from www.livelifepharmacy.com

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