Redwood Resources - Issue No. 8 Spring 2014 by The MENTOR Network

Issue No. 8 Spring 2014

Redwood Resources A publication for The MENTOR Network Redwood Operating Group management team In This Issue

Refresh for Spring

Las Vegas Roundup

Bruce made a statement at the Redwood leadership meeting earlier this year that I believe explains why many of us choose to work at this company. He said, “We are part of an organization that creates miracles every day.”

Anniversaries

Career Opportunities

TMNU News

Redwood Enters Mississippi

CSI Update

Tip from the Field

Growing with Redwood

Recognition Efforts

Redwood Heroes

Statewide Hire Day

Retention Success

With the revamped Redwood Resources, we aim to celebrate the work that supports those miracles and the best practices that allow managers to focus on how we can make more of them happen. In addition to news about the Redwood Operating Group, such as our new day program in Mississippi and the rollout of our Customer Service Initiative, this issue is packed with real world success stories direct from our colleagues. Read about how two of our colleagues discovered a deep passion for serving others and went on to build their own unique and satisfying career ladders. Learn about successful recruitment and retention efforts as managers across Redwood explore why we work here and experiment with new ways of conveying that message to current and potential employees. We are also pleased to announce in this issue our first Redwood Heroes, including our Redwood Grand Hero Ida Aguilar. Ida is part of the California MENTOR team and a wonderful example of not only why we work here, but how those miracles that Bruce referred to happen day in and day out. Employee appreciation is at the core of recognizing our most valuable asset—our employees—and the new Redwood Heroes program aids in that endeavor. I hope you enjoy this issue and continue to provide feedback. Should you have questions, or would like to discuss a specific need, please feel free to contact me at joy.kruppa@thementornetwork.com. Regards,

The Candidate Experience 14 Community Champions

15 Joy Kruppa Vice President of Human Resources and Organizational Development

Las Vegas Roundup By Cathy Stephen, HR Business Partner In February, more than 120 leaders gathered together in Las Vegas to recognize the Redwood team for their dedication in successfully achieving our goals. At this conference, we also set the bar by establishing strategies for achieving the big FY15 Challenge. Dave Petersen, President of the Redwood Group, framed this strategic challenge by asking us to stretch our potential, accept the challenge, work as a team and know it is attainable, as we have done it before. Dave also emphasized that growth is our job; it supports more people, maintains a healthy business, helps fund compensation and benefits, and creates opportunity for all employees.

Redwood Operating Group President Dave Petersen during the closing session, Stretch Your Potential—Accept the Challenge

We also discussed our plans for the future. Bruce Nardella, President and CEO of The MENTOR Network, emphasized our purpose by saying we aim to serve, serve well and serve more. Our purpose provided the foundation for our discussions during the conference with a focus on strategic goals and our customer service “Gold Standard.” Bruce went on to share that our sense of discipline about our business and growing our business is what fuels our mission and makes us successful. During 2014, every employee will be able to share in the success of the organization. This will be accomplished through our compensation strategy and new bonus program, as well as through the creation of promotional and development opportunities.

Robert Efford, Vice President of Operations; Darrell Wright, Executive Director of Arizona and Nevada; Dana Delman, Executive Director of California; and Yvette Doan, Director of Operations in Oregon participate in a session discussion

As an organization we value all people—those we serve and those who join us on our mission. Our job as leaders is to tell this story with pride and convey why we work here to attract, retain and motivate staff. Delivering on our mission is why The MENTOR Network exists and it starts with people serving people, but is also dependent upon growth, which is critical to our ongoing success. Of course, delivering on our mission also requires engaged employees, quality services and excellent customer service. Our Gold Standard Customer Service Program was rolled out at this leadership conference with a presentation from customer service expert Petra Marquart. This initiative conveys our choice to be the best provider by delivering the gold standard of service and keeping our promise. It defines service as any word, act, deed that makes working with you easy, pleasurable, effective and efficient. As we kickoff this Customer Service Initiative in each of our areas this spring, you will be hearing and seeing first-hand the powerful message behind our service standards. Dave Petersen outlined an impactful message in the Gold Standard Workbook: We can’t help someone take a step forward without stepping forward ourselves. We can’t interact with compassion and understanding without growing in consideration and tolerance. We can’t put a smile on someone’s face without smiling ourselves. As you step forward to bring this program to life, open your mind and heart to the possibilities that lie beyond and step forward boldly and without fear. Read more about these new initiatives and programs in this issue and in future issues of Redwood Resources.

Milestone Anniversaries

The following individuals celebrate anniversaries the first half of 2014

5 Years

Brenda Brubaker, REM West Virginia Sandra Clem, REM West Virginia Lauren Colyer, REM River Bluffs, Minnesota Cheryl Demet, REM Wisconsin Sara Etringer, REM Iowa Christopher Hart, REM Ohio Hector Hernandez, California MENTOR Edward Little, MENTOR Oregon Dorothy Nicholas, REM Indiana Joshua Peyton, MENTOR Oregon Mathew Rockhold, REM West Virginia Lisa Salacina, Arizona MENTOR Robin Shavers, REM Ohio Danielle Smith, REM Iowa Paulette Stewart, REM West Virginia Lindsay Wizner, REM North Star, Minnesota

10 Years

Tammy Alton, REM West Virginia Shay Andersen, REM Iowa Judy Chatfield, REM Iowa Barbara Del Monico, California MENTOR Aron Duda, California MENTOR LaToya Edwards King, Indiana MENTOR Susan Hatcher, REM Hennepin, Minnesota Elizabeth Heppner, REM Minnesota John Hollaway, REM West Virginia Brenda Isenberger, REM Iowa Amesha Jones, REM Indiana James Lancaster, REM West Virginia Kathy Ludban, Arizona MENTOR Elizabeth Malaktaris, REM Ramsey, Minnesota Maxine Mangold-Barclay, REM West Virginia Joan Mossman, California MENTOR Valentine Oluchi, REM Wisconsin Cassandra Phalen, California MENTOR Mark Phillips, REM West Virginia Jessica Rindels, REM River Bluffs, Minnesota Kathryn Rose, MENTOR Oregon Johnathan Roth, REM River Bluffs, Minnesota Tiffany Sundstad, Arizona MENTOR Janelle Wilson, REM Wisconsin

15 Years

Paul Abplanalp, REM West Virginia Jennifer Barrett, REM Wisconsin Cynthia Dickerson, REM West Virginia Shawn Fish, REM Wisconsin Kimberly George, REM West Virginia Susan Martin, REM Woodvale, Minnesota Scott Rodwell, REM Hennepin, Minnesota Angelina Roldan, California MENTOR Amanda Skinner, REM Ohio

Dannean Smith, REM West Virginia Rosemary Wilshire, REM West Virginia

20+ Years

Rachel Adams, REM South Central, Minnesota Brent Bailey, REM River Bluffs, Minnesota Marilyn Campbell Blanchard, REM Ramsey, Minnesota Jennifer Braun, REM Minnesota Lisa Brixius, REM Central Lakes, Minnesota Bernard Bushdiecker, Cole Vocational Services, California Janet Downey, REM West Virginia Cathy Drake, REM Indiana Donna Dylla, MENTOR Oregon Cindy Finberg, REM South Central, Minnesota Holly Gieseke, REM Minnesota John Green, Redwood Operating Group Carol Heck, REM West Virginia Tracy Herweg, REM Iowa Jeanean Hirsch, REM Wisconsin Robin Jacome, Central Regional Support Sharon Johnson, REM Central Lakes, Minnesota Cynthia Kearns, REM West Virginia Joy Kruppa, Redwood Operating Group and The MENTOR Network Stephanie Kulin, REM West Virginia Faith Landwer, REM Heartland, Minnesota Brenda Long, REM Central Lakes, Minnesota Everett Mason, REM West Virginia Rebecca Mauseth, REM Woodvale, Minnesota Janita Mclean, REM North Star, Minnesota Connie Menne, REM Minnesota Patti Merritt, REM Southwest Services Denise Miller, REM Minnesota Karla Mullenbach, REM River Bluffs, Minnesota Janet Mummey, Indiana MENTOR Kathleen Murtaugh, Indiana MENTOR Brenda Niess, REM North Dakota John Owen, Cole Vocational Services, California Carla Parker, Central Regional Support Dave Petersen, Redwood Operating Group Michelle Pluta, REM Ohio Bridget Roseborough, California MENTOR Bruce Sampson, REM Ramsey, Minnesota Cynthia Schmidt, REM Hennepin, Minnesota Cynthia Simmons, REM Ohio Dawn Sorrell, REM Ohio Amy Spinler, REM Woodvale, Minnesota Kristin Studer, MENTOR Oregon Maria Tam, Cole Vocational Services, California Lisa Thelen, REM South Central, Minnesota Mary Visor, California MENTOR Rosalie Wetsch, REM Wisconsin Lori Wirtzfeld, REM Central Lakes, Minnesota Joni Wright, REM Ramsey, Minnesota

Career Opportunities •Area Director, Fresno, California •BCBA Supervisor, Los Angeles area, California •HR Business Partner, California •Behavior Analyst, Iowa •Behavior Analyst, Minnesota •State Director, Virginia

If you are interested in one or more of these positions, please contact Dan Place at daniel.place@thementornetwork.com. A complete list of open position can be found at http://jobs.thementornetwork.com.

TMNU News & Upcoming Workshops

Below is a list of available courses for the upcoming months. You can also register directly online or print out an up-to-date course catalog and share with others. To access The MENTOR Network University (TMNU) Training Calendar, go to the “Featured Link” section on the top, left hand corner of the Epicenter home page. For those without intranet access, please contact the Learning and Development department for registration assistance at training@thementornetwork.com. Please note, all start times are on Eastern Time.

April CANS on Salesforce 01. – Onboarding (1 hour) – 4/29 @1 pm Creating Safe Environments: 24 Introduction to the Family Vistas Model (90 minutes) – 4/29 @3 pm

May CANS on Salesforce 02. – Refresher (1 hour) – 5/7 @1 pm CANS on Salesforce 01. – Onboarding (1 hour) – 5/8 @10 am CANS on Salesforce 01. – Onboarding (1 hour) – 5/13 @1 pm CANS on Salesforce 01. – Onboarding (1 hour) – 5/22 @10 am CANS on Salesforce 01. – Onboarding (1 hour) – 5/27 @1 pm CANS on Salesforce 02. – Refresher (1 hour) – 5/28 @10:30 am

June CANS on Salesforce 02. – Onboarding (1 hour) – 6/5 @10 am CANS on Salesforce 01. – Onboarding (1 hour) – 6/10 @1 pm CANS on Salesforce 02. – Refresher (1 hour) – 6/11 @1 pm CANS on Salesforce 01. – Onboarding (1 hour) – 6/19 @10 am CANS on Salesforce 01. – Onboarding (1 hour) – 6/24 @1 pm CANS on Salesforce 02. – Refresher (1 hour) – 6/25 @10:30 am

The MENTOR Broadcast Network If you haven’t already, check out The MENTOR Broadcast Network area on Epicenter, where you can access interactive and on-demand content anytime. This includes podcasts (audio files that may be downloaded and played on your computer or iPod) and self-paced e-learning modules. Check back to TMNU often as new classes are added daily.

Redwood Enters Mississippi with Magnolia Place Day Program By Carla Parker, QA Director

To celebrate the opening of Redwood’s first service location in Mississippi, REM Mississippi held an open house on February 5. The new 6,500 square foot center in McComb is home to the company’s newest day and prevocational center, named Magnolia Place after the state flower. This location offers a wide variety of educational, social and recreational opportunities for adults with intellectual and developmental disabilities. Magnolia Place will serve up to 35 individuals throughout Pike and surrounding counties. “Our mission is all about community,” said Jessica Mathews, State Director. “In the near future, we intend to offer free classes to the general public and welcome them into Magnolia Place.”

Program participants planted flowers for spring

Services focus on identifying each individual’s needs, goals and interests from which a customized itinerary of center-based and community activities is developed. The day program features attractions such as fitness and health, computer education, sports and teamwork, music appreciation, spa and wellness center, sensory journey adventure, art exploration, culinary delights, movie theatre and community exploration opportunities. The prevocational program offers education and hands-on experience in areas of interest such as woodworking, lawn care, janitorial services, horticulture and vehicle care. Small groups of participants are encouraged to explore career opportunities and build on real life skills. Each week, individuals also have time carved out to focus on improving social and work skills through informal classroom instruction, role-playing, on-site computer centers and other focused activities. Wellness is also promoted to educate, encourage, develop and maintain lifetime health.

Spa treatments for program participants added to the celebration

“We believe that helping individuals connect and build relationships within their community is very important,” said Jessica. “We will be out and involved in the community as often as possible. Several current participants are interested in volunteering in the community and we hope to do our part to make McComb a better place for everyone.” Program participants and staff thank community members who came by to celebrate the grand opening of Magnolia Place

Customer Service Initiative Update By Jane Wiemerslage, Vice President of QA Next month begins what is the largest Customer Service Initiative that we have ever ventured into in Redwood and likely The Network as a whole. Over the past year we have been strategizing, developing, writing, listening, creating, filming, editing and planning for this project and the end result of that work is just the very beginning of what is in store for the organization. A team known as the Customer Service Initiative team who represent various states, service lines and positions have gathered together with some very talented partners to bring to you a training series developed especially for the work each and every one of you do. The training series promotes a defined Service Promise, which will guide the process, and represents the expectations we have for every Redwood employee, every day. Our service promise is to work together in a positive way to be the best at what we do while exceeding expectations in valuing, supporting, empowering and promoting health and safety for everyone we serve. Beginning in April, your teams will review a training video each month highlighting one of the key Customer Service Standards that make up the service promise. Each Customer Service Standard is defined further by anchor behaviors you will see depicted in the training that defines our expectations for Excellence in Customer Service. These trainings will be accompanied by a training workbook to allow participants to track their training throughout the next eight months, as well as video vignettes filmed in actual service locations. The video itself features narration by Petra Marquart, a national leader in customer service consultation. Your role in these trainings is key. Whether you are an assigned facilitator, a backup facilitator, or a manager overseeing services in a region, ongoing success depends on you! We need your engagement and participation in all aspects for this to be a success. We need you to actively and passionately present this training, support facilitators and ensure the training is carried out consistently. Most importantly, we need you to be familiar with the Customer Service Standards so you can model them in your actions each day. We are looking to promote a culture where every region, every service line and every employee exemplifies excellent customer service every day, in every interaction. Thank you in advance for your commitment to this process, we look forward to taking this journey with you.

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TIP FROM THE FIELD Building Referral Networks: Lessons Learned In West Virginia By Jane Ketcham, Executive Director, West Virginia and Western Pennsylvania REM West Virginia leaders in the central region have developed a referral network with West Virginia psychiatric hospitals and nursing homes. Two of the psychiatric hospitals (Sharpe Hospital and Mildred Bateman Hospital) are state-run facilities; the others are private in-patient community settings. The social workers and case managers working in these facilities have an obligation to ensure that appropriate discharge plans are in place for everyone. The psychiatric stays are supposed to be short, but without a discharge plan, people end up staying longer than necessary. As is true in many states, West Virginia’s psychiatric hospitals are overcrowded. It’s all about relationships! We make sure the social workers and case managers know us by first name. We make a point to respond quickly when any one of our referral contacts call us, asking that we evaluate an individual. After working with some of these folks for as long as 15 years, they know that REM is always interested in meeting an individual ready for discharge and will gladly help provide options for someone who has gotten “stuck” in an in-patient setting because of an absence of a community provider. This past week, we went to Mildred Bateman and Sharpe Hospital to follow-up on two referrals made to us by social workers. In both cases, not only did we meet and evaluate the person we were referred, but we met another individual while we were there who was in need of community services. Two referrals ended up being four referrals. There’s no substitute for talking face to face with the people whose job it is to ensure discharge! Not long ago, one of our contacts in a nursing home got in touch with us to make a referral to one of our Intermediate Care Facilities (ICFs). Although we don’t currently have an ICF opening, we made sure that the case manager at the nursing home knew that we would get back in touch with her the minute an opening looked imminent. Years ago, while evaluating an individual who was referred to us from a forensic unit at a state hospital, we started talking with the social worker. Teasingly, we said that surely she had someone else to refer to us because Jeff was going to need a roommate. Sure enough, the social worker thought of her caseload and said, “I don’t know if there is anything you can do to help John. He was committed here because he was homeless and eating out of garbage cans.” We evaluated John and discovered that not only did he have Intellectual and Developmental Disability Waiver eligibility, but he had no connection with community services. This scenario is repeated over and over. It is continually amazing to us how many people are un-served or underserved. Sometimes, it is as simple as asking “Do you have anyone else you would like us to meet?” In our region, we get about five referrals a year from psychiatric hospital and nursing home contacts. Not every person we meet chooses REM for all services, nor are we able to meet everyone’s need. But, each possibility is an opportunity to expand our services to an individual who needs them. For more information, please contact, Jason Lynch at Jason.lynch@thementornetwork.com or 304-481-5222.

Growing with Redwood Driven by the Theme of Our Work By Mary Stueber, Regional Director, REM Wisconsin In July 1997, I was a recent college graduate. I has just received a degree in speech and hearing science and had plans to go to graduate school to become an audiologist. Like many college graduates, I had a lot of student loan debt, so I decided to work a while before returning to school. In the past, I had volunteered in various activities assisting youth with disabilities, so when I saw an ad for REM Wisconsin I was drawn to apply. I started working part time in an apartment program providing hourly drop-in services to twelve adults with disabilities. I soon started working full time and within a year accepted a supervisory position within the hourly program. Regional Director Mary Stueber

Throughout the last sixteen years, I have moved into various supervisory positions and now hold the role of regional director in the Wisconsin’s eastern region. I have had the opportunity to work with some amazing people. I have had the opportunity to support our clients through exciting achievements, such as a client progressing to pivot transfers years after sustaining a brain injury in a car accident; a client moving from a crisis program into an adult family home where she thrives in individualized support; and a client who walked on grass for the first time after leaving an institutionalized setting. I have had the opportunity to support clients through the end stages of their life—sitting with staff while a client took his last breath and sitting with a guardian while her loved one was taken off of life support. Each of these situations, along with many more, has affected me profoundly. My role in supporting each of them began as a job and ended with a truly meaningful relationship. These relationships are what have allowed the last sixteen years to fly by. A theme of our work is to serve, serve well and serve more. Each of us, whether our role is a direct support professional, a home manager, or a regional director has the ability to enhance the lives of those we support in our day to day work. Working with people with disabilities is what drew me to apply for a job with REM Wisconsin. My intent was to work here a short time. The relationships I formed with my clients and the team of staff I work with is what caused me to forgo becoming that audiologist I once thought I would become. The fact that I can serve, serve well and serve more is what keeps me motivated to do the work that we do each day. I am excited to see what the future holds, not only for me, but most importantly for the individuals I support.

On the Move with REM By Melissa Kremers, HR Business Partner Trevor Johnson joined the REM Minnesota team more than three years ago as a part-time cleaner and direct support professional (DSP). Although he hadn’t planned on working in human services, Trevor sought a position with REM Central Lakes due to the positive things he heard from friends and REM employees. At first, he wasn’t sure how he felt about direct care—he had never worked in the field and did not know if he would like it—so he applied for a cleaning position.

Program Director Trevor Johnson

Shortly after he started working at REM, Trevor discovered that he absolutely loved working with the individuals we serve and accepted a full time lead DSP position. Not long after, he took on the role of acting continued on page 9

On the Move with REM continued from page 8 program coordinator while a colleague was out temporarily. From this experience, Trevor decided to apply for a program coordinator position that opened up at REM Ramsey. He had enjoyed the new role and responsibilities and was looking to relocate, so it was a perfect fit. The team at REM Ramsey agreed. Trevor soon made a smooth transition. “One of the great things about REM and The MENTOR Network is that they are located all over the place and this made it quite easy to find the position I wanted in a place I wanted to live,” said Trevor. As a program coordinator, it was a goal of Trevor’s to continue to grow in his career and start working toward the next step of becoming a program director. Trevor has always been very good working with the individuals we serve, but realized there is a lot to learn when it comes to the supervisory and operations components of a leadership position. With that in mind, Trevor spent the next year seeking out opportunities to learn more skills and build his strengths. His hard work paid off. Trevor was recently offered and accepted a program director position, which he has enthusiastically embraced. “Honestly, when I started as a DSP and cleaner just a few years ago, I never thought I would be here now about to start as a program director,” said Trevor. “One thing that I have learned about REM over the past few years is that if you set your mind to it and work hard you can certainly go places within the company. In my opinion, REM is a pretty great place to work.” Congratulations Trevor and thank you for all you do!

Recognition Efforts Hard to Top Year After Year By Heather Gardiner, HR Business Partner Every year, Program Director Nicole Barber tries to outdo herself when it comes to recognizing employees of the Family Home Agency program in Stockton, California. This year was no exception. Nicole put together a game based on The Amazing Race and a Scavenger Hunt, appropriately titled “The Amazing Scavenger Hunt Race.” Each direct support professional was partnered up with a program services coordinator, program records coordinator or Mentor recruiter. The teams of two were given a riddle to answer; once they knew the answer they let Nicole know, who would then present the challenge part. Some challenges involved a few of the area Mentors signing off on the activity. If the challenge was somewhere else in the community, the team had to use a cell phone to snap a quick photo of them doing their challenge. All of the challenges and questions revolved around Nicole’s theme of team/teamwork. Questions and challenges could not be done alone; only as a team. In addition to the Amazing Scavenger Hunt Race the team was not allowed to use “I” that day. The day was all about “we” or the team. To hold them accountable, the rules of the day stipulated that everyone wore a clothespin and whenever someone heard the word “I” they were allowed to take the clothespin from the person who said it. No matter where the teams were, they all were required at a certain time to report to a specific hotel banquet hall, where Nicole was waiting with a wonderful four-course meal for them. “It was such a great time with all the riddles, clues and tasks,” said Jeanne Sargent, one of the winners of the Amazing Scavenger Hunt Race. “It was so much fun. I really enjoyed it!” During the celebratory lunch, Nicole stood up and talked to her team about what an amazing job they had done over the past year. She then talked about each and every one of her staff. “They think I don’t remember things, or I didn’t see them doing a good job, but what they don’t realize is I write it down all year long.” Nicole provided each of the participants with a shirt and a key chain that said “I’m a Stockton FHA Team Player” and the winning team of two received a coffee or hot chocolate basket. While this event required some work from Nicole’s team, it was ultimately about them and how well they had worked together this past year and she wanted to make sure that they felt appreciated and recognized for all their hard work and efforts. “I don’t know what I’m going to do to top myself next year,” said Nicole. “This was the best one yet!”

Letter from the President

New Employee Recognition Program Distinguishes Exceptional Contributions Dear Colleagues, Congratulations and a heartfelt thank you to our first official Redwood Heroes. Last month, the Redwood Operating Group launched Redwood Heroes, a new employee recognition program. Each quarter, Redwood Heroes will recognize colleagues for making exceptional contributions that directly impact the individuals we support. Regardless of job title, all employees engaged in providing direct support across the Redwood Operating Group are eligible. As supervisors, I encourage each of you to take advantage of this opportunity to recognize those passionate and dedicated employees whose actions make them a hero to those we serve. Quarterly Heroes receive an award certificate and monetary award, at the discretion of the selection committee. Heroes will be recognized in Redwood Resources and Safety Net and acknowledged on quarterly Redwood leadership calls. An overview of the program and guidance on how to nominate someone is available on the new employee portal. I encourage you to work with the HR Business Partners in your respective states to determine how to best communicate this new program. The deadline for nominations for next quarter is June 30 and winners will be announced in July. Thank you. Sincerely,

Dave Petersen President, Redwood Operating Group

First Employees Honored through Redwood Heroes Program In addition to the Redwood Grand Hero, Ida Aguilar, the following individuals were named Redwood Heroes for the exceptional contributions they have made that directly impact the individuals we support.

Bao Her, REM Wisconsin

Barbara Baumann, REM Wisconsin

Melba Lawrence, Cole Vocational Services, California

Nominated by Shaila Herbig

Nominated by Jennie Hurley

Patsy Brown, Arizona MENTOR

Molly Mickelson, REM Minnesota

Nominated by Shaila Herbig

Nominated by Lisa Coppock

Nominated by Jayden Wiersma

Trisha Bucknell, REM Iowa

Nathaniel Nyaanga, REM Minnesota

Nominated by Anne Sopousek

Nominated by Jayden Wiersma

Rose Marie Downs, REM Wisconsin

Jodi Sorell, REM Minnesota

Nominated by Kayla Pankow

Nominated by Catherine Kielsa

Ida Aguilar Named Redwood Grand Hero Ida Aguilar, a Human Resources Coordinator with California MENTOR, has been named Redwood’s first Grand Hero for her exceptional contributions that directly impact the individuals we serve. Ida started with The Network as a Direct Support Professional (DSP) in 2012, supporting adults with intellectual and developmental disabilities who had transitioned out of state developmental centers. “Ida is respected and adored by both clients and staff,” says Lisa Apostle, Area Director at California MENTOR and one of Ida’s nominators. “She not only contributes to the company, but enhances what it is we stand for.” The same qualities that made her a great DSP—dependable, spirited, driven, and passionate—led to her current position in Human Resources, where she quickly adapted to her new role. “Ida has an eye for talent and takes great pride in filling positions with people who have the right spirit,” says Michelle Mainez, Regional Director at California MENTOR and one of Ida’s nominator.

Redwood Grand Hero Ida Aguilar, a Human Resources Coordinator with California MENTOR

To the joy of those she supported as a DSP and her colleagues, Ida still offers to fill in when direct support is needed. For one young woman in a group home where Ida worked, Ida’s dedication continues to make a positive difference. When Ida first met this young woman, the consumer had just transitioned out of a state developmental center. The woman was known by many for her long screaming sessions and had no problem communicating that she was unhappy. Ida was determined to break down the walls, and in time developed an incredible bond with the woman. Ida taught her knock knock jokes and could easily make her laugh. When Ida was promoted, Ida knew it would be a difficult transition for both of them, but has continued to be there for her. When Ida learned that the woman was hospitalized and refused to allow anyone to feed her, Ida personally visited her with a meal and sat with her while she ate. On a recent visit, Ida leaned over and whispered a knock knock joke in the woman’s ear. Although it had been several months since their last meeting and Ida had always delivered the punchline, this time the resident responded by delivering the punch line before Ida could get the words out. “Ida is an everyday hero,” says Michelle. “She is someone who understands that each conversation, each smile, or each knock knock joke, can have a lasting impact. She aims to please and is truly genuine.”

Nominate a Colleague Today! For more information on Redwood Heroes and to download an application, visit The MENTOR Network’s employee portal, www.mytmn.ehr.com, and click on Who We Are>Our People.

REM Wisconsin Statewide Hire Day Proves a Huge Success! By Heidi Frazer, HR Coordinator, Eastern Region and Jenny Wohlfert, HR Business Partner, REM Wisconsin REM Wisconsin tackled their DSP vacancies together as a team—a statewide team—by hosting the first ever Statewide Hire Day on February 18 from 11:00 am – 7:00 pm. More than 200 enthusiastic candidates were interviewed at 16 locations and 74 offers were made that day!

How did REM Wisconsin do it? Marketing the event posed some challenges for REM Wisconsin, because of the vast differences in the employment needs and populations of large cities vs. remote areas. To assist in the endeavor, they partnered with The Network’s marketing team, Talent Manager Meghan Burke, and Talent Brew, a software platform to streamline and simplify the recruitment process. Plans were developed to offer consistent hours for the event and two sets of posters and flyers were designed: one for the general public and another to advertise a special employee referral bonus to spread the word about the event. REM Wisconsin’s Human Resources Business Partner Jenny Wohlfert, and the Wisconsin regional recruiters Heidi Frazer, Tami Vroman, Austin Vogler and Jen Dannar shared ideas and strategies to market this event at the lowest possible cost. The event was publicized via LinkedIn, the REM Wisconsin website, and the REM Wisconsin Facebook page, which experienced due to “likes” and “shares” regarding the Hire Day posts alone. In d an amazing 5363 views d addition, customized requisitions were created on Taleo entitled “On-The-Spot Interviews / Direct Support Professionals.” All the recruiters maintained consistency by using these requisitions and by removing all other DSP requisitions just prior to the event. Craigslist, university job boards, community event calendars and affordable radio announcements and newspaper ads were used to help spread the word to the largest audience possible. Recruiters partnered with local agencies such as YWCA, Urban League, Oneida Nation and Job Centers, as well as reaching out to local TV stations. Of the marketing means used, the most successful were the custom requisitions, University postings, Craigslist and the Job Center announcements. Prospective employees could apply online and pre-schedule an interview time or just drop-by a site for an on-the-spot interview and to complete an application. “It was organized and people were very welcoming,” said Carrie Parker, a new employee, of the event hosted at the Job Center of Wisconsin-Marinette. “Having a one day event for everyone to apply and to be interviewed was very smart,” said Pamela Ellman, now an Abrams, Wisconsin employee. “Everyone was awesome and professional and I learned a lot about REM Wisconsin. And I got a job!” The teamwork and effort that went into the Statewide Hire Day was all-inclusive! It began with the recruiters partnering with directors and home managers in their region to ensure representation was available to host the event. Recruiters and office staff scheduled interviews, set-up tables, booths and provided snacks. Home managers, program directors and recruiters all pitched in and conducted interviews. In some areas, even our clients helped hang posters in the community as a fun activity! Absolutely everyone’s participation was necessary, effective and appreciated.

“I am so proud to work with a team of recruiters who are creative in marketing our open positions and outstanding representatives of REM Wisconsin. Thank you for all your time and effort in making the first Statewide Hire Day a success! A special thank you to Heidi Frazer for thinking outside the box and suggesting the Statewide Hire Day.” - Jenny Wohlfert, HR Business Partner HR Business Partner Jenny Wohlfert with Home Manager Christy Gaal

Retention Success in Ohio By Sandy Murray, HR Business Partner

Since 1987, REM Ohio has been providing quality services to individuals with developmental disabilities across the state. Our primary focus has always been and continues to be that of the individuals served as well as the appreciation and respect we have towards our employees. We believe the tenure of our individuals and employees demonstrate our overall retention success. More than half of REM Ohio’s 1,194 employees have been with the organization for three years or more. • • • •

164 employees = 3 - 5 years 239 employees = 5 - 10 years 180 employees = 10 - 20 years 35 employees = 20 - 28 years

Out of REM Ohio’s current 923 direct support professionals (DSPs) and drivers, more than half have been with the company two years or longer. • • •

229 employees = 2 - 5 years 169 employees = 5 - 10 years 140 employees = 10 - 25 years

The strength and tenure of our leadership team has also been a key to our success in Ohio. • • • •

3 Regional Directors = 12 - 25 years 9 Area Directors = 1 - 18 years Executive Director = 26 years HR Business Partner = 22 years

REM Ohio remains committed in maintaining our solid foundation, by hiring and retaining compassionate, creative and qualified employees who believe in our mission. REM Ohio also remains committed to recognizing the efforts and supporting our employees that have contributed to our success. The tenure of our employees, our leadership team, as well as the individuals we serve, shows that REM Ohio is moving in the right direction. We are proud to be a part of the Network and this REM Ohio team.

How Crucial is the Candidate Experience? By Meghan Burke, Talent Manager

re•cruit [ri-kroot] to engage in finding and attracting employees, new members, students and others. Recruiting is about marketing the experience of working for you, your team and the company, and attracting the best talent available. Candidates will make an employment choice based upon the experience they have with you, and your competition for talent. By making some changes to enhance the candidate experience you provide, you will experience the difference in your hiring success. Below is an excerpt from a recent Forbes.com article by Meghan M. Biro: The Talent Board…surveyed over 45,000 job applicants about their experience. Of those who had a positive experience, 61 percent would actively encourage colleagues to apply to the organization; 27 percent of those who had a negative experience would actively discourage colleagues from applying. In addition, almost 40 percent of the positives would buy more of the goods or services the company sells, even if they weren’t ultimately hired; 30 percent of the negatives would buy less goods or services. Finally 50 percent of positives share their positive experience; 32 percent of negatives broadcast their bad news. A great candidate experience improves the number of accepted offers and the perception of the company. This is what contributes to a pipeline of talent. A bad experience reduces the likelihood of an acceptance and damages the company’s reputation among job seekers and in the marketplace. Employment brand experience is created locally—one candidate at a time. To attract the best talent, you have to forget about just selling a job, and think about the experience of working at your organization. What is special about working for your group, region or program? Be able to convey: • How will working here impact the candidate’s life? • How will working here impact the people around them? • How is our experience different from our local competition for talent? • What makes our experience unique? Check to ensure that the recruiting experience your team offers tells the story. First impressions are critical. A candidate will begin to form their decision about a company in the very first interaction with that company. What does the candidate see and read about your organization, such as in job postings, flyers and local news? What is the candidate experience you are providing at job fairs, open houses, and local hiring events? Who do candidates meet at these events? Would you consider those employees “Brand Ambassadors?” Would you want to work for the company if you met those employees at an event or during an interview? From a candidate’s perspective, would YOU be excited to learn more about this company after your first impression? The interviewing process tells a candidate what it is like to work here. Great talent will assess what it is like to work for you, with your team and at the company as they move through the process. From the moment the candidate begins to fill out the application, they will be assessing factors such as: • What is the application process like? • How quickly was my application replied to? • What was the communication process like? Was it frequent and consistent or did I have to chase down status? • How has the interview process been handled? Did it move along as it was explained to me? Were there delays or extra steps or were commitments kept? Was there an endless line-up of interviewers or did I meet with the right people? • Is the experience reflecting my first impression? Does the company seem exceptional?

Most importantly, the candidate will want to sense a genuine excitement about working for the company from the people they meet with. They will also want to feel a sense of belonging as they move through the process. By the time they meet with their final interviewer, the candidate should be ready to join. The Candidate’s Bill of Rights. This is what anyone would expect when interviewing with a company. These are the minimum standards. • • • • • • • • • •

My phone calls or emails are returned in a timely and professional manner. I understand the steps in the recruiting process and what is expected of me. I have been provided an interview schedule with the names and titles of those I will be meeting with. I am contacted for follow up in the manner and time as promised. I have been provided with a realistic job preview. I have had an opportunity to have my questions answered. I have been provided with a benefits overview for the role in which I am interviewing. If I haven’t received an offer for employment, I have received a personal contact letting me know the status of my candidacy. I have had the same quality of interview experience whether I was interviewing to be a DSP or a CFO. I know how to keep informed about any new opportunities with the company

If you deliver less, and they accept less, guess what? You get less. Know the candidate’s perspective. Take some time to review your total candidate experience. With your team, answer the questions above. Be brutally honest. Is your team delivering an irresistible candidate experience? Note areas for improvement. What areas can be quickly and easily improved? Make the candidate experience a priority for everyone. Strive for the WOW factor, not just adequacy. The employment market will continue to get tighter. Companies are no longer in the position of being able to “pick” for talent. Yes, it is critical to assess candidates and get the right talent on board, but it is just as important to communicate to candidates why they should work here and to provide that experience throughout the recruitment process. Good candidates have choices; make it clear that we are the right choice for them.

Do you know someone who’s making a difference in the community? The MENTOR Network is currently accepting nominations for Community Champions. Champions may be nominated by colleagues and supervisors. If you’d like to nominate someone, visit the Foundation’s Community Champions page on The MENTOR Network website and submit an application today.

www.thementornetwork.com/foundation Redwood Resources is a publication of the Redwood Human Resources team. Please send comments and questions to daniel.place@thementornetwork.com. 15