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Service Access and Management

Human Resources Director Kristin Clark took on the challenge to reduce turnover among Blended Case Managers, their highest turnover job, and reduced turnover from 32% to 4%, an incredible 88% improvement.

Service Access and Management is a non-profit, human services company with 700 employees across Pennsylvania.  Human Resources Director Kristin Clark took on the challenge to reduce turnover among Blended Case Managers, their highest turnover job, and chose the highest turnover location for her initiative. Kristin subsequently reduced turnover from 32% to 4%, an incredible 88% improvement.

How did Kristin make such a drastic dent in turnover when all previous solutions had failed? The answer is by using two C-Suite Analytics’ solutions. First she implemented the Certified Employee Retention Professional Program, or CERP, and through the program converted turnover to dollars, established retention goals, trained managers to build trust, and improved hiring via realistic job previews and more employee referrals. Then Kristin trained all managers to conduct Stay Interviews with their teams, one by one, and to forecast future turnover.

“I worked closely with the director and supervisors and we went through the certification program together”, Kristin said. “Our supervisors now have the tools they need to engage and retain their teams.”