Cloud-based competencies improve employee engagement for a specialty benefits management company

April 2, 2015 Sarah Beckett

  • INDUSTRY: Healthcare
  • FOCUS: Specialty benefits management
  • SIZE: 1,400 employees
  • PROBLEM: A fast-growing workforce spread across multiple locations was creating administrative complexity and eroding the organizational culture.
  • SOLUTION: CompetencyCore software (Competency Manager plus Assessment Module) and consulting services package

By transitioning to CompetencyCore, this HRSG client replaced hundreds of spreadsheets and Word documents with a single, cloud-based data center that makes it easier to engage and support their employees.

The challenge: Simplify the complexity
The call-center division for this specialty benefits management company was experiencing growing pains after seeing their workforce double in five years. With locations nationwide, every call center was following different HR policies, practices and procedures, resulting in disconnection, confusion, and inconsistency.

With even faster growth projected for the future, they needed to streamline HR activities and ensure the organization maintained a strong, shared culture as it evolved.

To achieve that aim, the company decided to develop a set competencies that could be universally applied to employee assessment and development. But making the competency content accessible and usable posed a challenge.

Initially, they used spreadsheets to manage the competencies and map them to each job in the call center—from entry level to senior positions. But the end result was a tangle of hundreds of spreadsheets that were difficult to use and time-consuming to update. As a result, competencies simply weren’t being applied across the organization.

The solution: Competencies in the cloud
The company decided to look at cloud-based solutions that could help them manage, update and apply competencies more efficiently. They chose CompetencyCore, a set of cloud-based, modular tools that supports and automates the process of managing, customizing, and using competencies. The base module, a Competency Manager, enabled them to retire the spreadsheets and streamline the competency management process. Instead of maintaining and updating multiple documents, they can make changes directly in a central database, which automatically updates any related job profiles or talent-management materials.

CompetencyCore also gave them access to quality, multi-level competencies, which they used to create job profiles that they validated using a multi-location pilot group of about 50 employees.

Once they had validated competencies in place, they added the CompetencyCore assessment module and conducted competency-based assessments for each pilot subject. The automated system guides employees and assessors through their respective roles and responsibilities for 360-degree, parallel, and self-assessment processes.

With a successful trial completed, the company is now evaluating the pilot and refining the process before rolling it out across the organization.

The Result: Supported, engaged employees
Using CompetencyCore, the company now has the tools needed to standardize a competency-based approach to talent management across multiple locations—an initiative that will help them manage continued growth while maintaining a strong organizational culture.

More importantly, the process is now manageable, accessible, and interactive, which makes it easier for the company to support employee success and advancement directly and effectively. Employees now have a standard template and process in place that promotes engagement and guides constructive dialogue, a process that’s integral to the company’s organization culture.

photo credit: Earth becomes sky V via photopin (license)


About the Author

Sarah Beckett

Sarah is an experienced marketer with over 12 years experience. She drives HRSG brand marketing strategy and the implementation of all related programs.

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