Background

A well-established home care organisation was struggling to recruit with high turnover rates for those within the first 12 months of employment.

They had difficulties in attracting high-quality carers and the process between recruitment advertising and offer was months. These challenges were impacting the organisation’s ability to deliver consistent, high-quality care.

Recognising the need for improvement, the organisation decided to undertake a comprehensive Recruitment and Onboarding Audit to identify weaknesses in their processes and implement more effective strategies.

The Challenge

The organisation’s recruitment process was fragmented, with inconsistent job adverts that were boring and outdated onboarding procedures. This led to a poor candidate experience and high drop-off rates during the onboarding phase.

Additionally, new hires often felt underprepared for their roles, leading to early resignations and a negative impact not only on team morale but on the quality of care provided.

The audit process

Brought in to conduct an urgent Recruitment and Onboarding Audit it, it involved a detailed review of the care provider's recruitment advertisements, application processes, interview procedures, safe recruitment and onboarding practices.

Employee feedback was also gathered to understand the challenges faced by both new hires and existing staff.

Outcomes

The audit revealed several critical areas for improvement.

Job adverts were found to be inconsistent and lacking in appeal, failing to attract the right calibre of candidates. When this provider did find candidates, it took them days, if not weeks to get back to the candidates. They also did not regularly update their advertising, or even include anything on their social media.

The onboarding process was identified as being overly generic, with insufficient support for new hires during their initial weeks.

To address these issues, I provided the organisation with a suite of updated advert templates, tailored to better communicate the organisation’s values and attract candidates who were a good fit for the role.

In addition, a thorough action plan was provided, giving step by step instructions on actions the care team had to do.

Implementation

Following the audit, the organisation implemented the new advert templates across all recruitment channels. These templates were designed to highlight the organisation’s commitment to quality care and the supportive work environment they offer, helping to attract candidates who shared these values. The adverts spoke about what the candidate could expect, and what the company offered.

The onboarding process was also overhauled, with a more structured and personalised approach introduced. This included assigning mentors to new hires, providing more comprehensive induction training, and scheduling regular check-ins during the first three months of employment.

Results

Shortly after changing the adverts and recruitment process, the organisation experienced a significant improvement in their recruitment and onboarding outcomes.

The quality of applicants improved, with a higher percentage of candidates progressing through to the interview stage. The enhanced onboarding process led to greater job satisfaction among new hires, resulting in a marked decrease in early-stage resignations. Overall, the organisation saw an increase in staff retention, a more cohesive team, and improved care quality as new staff members were better prepared and more engaged.

Conclusion

The Recruitment and Onboarding Audit provided the organisation with the insights needed to refine their processes and improve their recruitment and retention outcomes.

IT'S ALWAYS MUCH EASIER FOR AN OUTSIDER TO SEE SOMETHING THAT NEEDS TWEAKING RATHER THAN THE PEOPLE WHO WORK WITH IT DAY IN, DAY OUT.

By updating their job adverts and creating a more supportive onboarding experience, the organisation was able to attract and retain high-quality carers, ultimately enhancing the quality of care provided.

This case study underscores the importance of regular audits and continuous improvement in recruitment and onboarding practices to build a strong, committed care team.