Civic Disability Services

Recommendation
A place beyond fresh start. This doesn't have to be a physical space. This could be an opportunity to build communications with new starters that are asynchronous.

Consequence
People will not get acquainted with the rest of the community. The ongoing divide will continue to build.

Confidence
100% of interview participants spoke that they didn’t feel they were adequately aware of what support they had available to them throughout onboarding. People feel disconnected and unacquainted with others.

Effort Score
2538

Recommendation
A cross-functional team of actors within the onboarding and induction process will support this delivery.

Consequence
The delivery actors will remain unaware of who is processing through onboarding, work will continue to be double handled and problems will continue to arise yet not be communicated.

All of the recommendations in this report are actions, for actors. We need to be able to deliver actions with a team. This is the team needed.
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Confidence
The actors in this team exist in silos. As soon as we get connected with this team, we will be able to actually create and deliver an improved onboarding process. This is one of the only things required to reliably get improvements happening.
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Effort Score
1480

Recommendation
Strengthen knowledge management practices and create shared expectations around the topic.

Consequence
Knowledge management is a constant activity that requires careful planning and continued efforts.

Without knowledge management practices in onboarding, staff will continue to feel disoriented and disconnected from the business. If we do not manage our knowledge, we risk losing vital organisational knowledge if someone leaves.

‍Confidence
Knowledge management requires a community of people working on improving knowledge management organisational wide.

There are groups starting to form at Civic around this. Such as the listening systems group. As well as a compliance group.  

However, knowledge management requires a focus on usability. How easy it is use and interact with the knowledge stored. Looking at the numbers of users in Civic Connect, people tend to not use this as a platform to learn about practices and processes.

Therefore we need to look into why this is and what we can do to improve access to knowledge at Civic.
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Effort Score
312

Recommendation
Create mentoring opportunities

Consequence
Staff will not feel supported, we won’t learn about the activities staff are getting up to to perform in their roles, staff won’t grow at Civic, leading them to be disenfranchised.

‍Confidence
Mentoring and 1:1 connections can look different in many ways. It was strongly requested and backed by the onboarding workshops we delivered.

Some of the treats to pure mentoring, are different PLs giving information to SWs that conflict with what their manager expects. This is something that needs to be considered, and whenever a query like this arises, we can use this as a learning opportunity for greater Civic.
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Effort Score
72

Recommendation
Encourage speed and reliability for onboarding related tasks so that HR and delivery actors can spend more time dealing with building a quality service.

Consequence
This has a heavy reliance on HRIS and the capabilities within it. If done incorrectly, we’re going to continue to pile overheads on top of the already busy delivery requirements of onboarding staff.
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Confidence
As long as the right platform is selected, we have strong confidence that this will dramatically improve the onboarding experience for staff, both those delivering and those receiving.
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Effort Score
2016

Recommendation
Service the new starters: Love thy staff. Seek personalisation, give information directly and listen to their challenges.

Consequence
Without treating staff with care and support, staff will leave! It has been referenced again and again through Civic Conversations and other means — Staff are our most vital resource, for knowledge, value and customer satisfaction.
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Confidence
This is dependent on being relieved on the major overhead efforts that the HRIS will cover. As well as an engaged delivery team.  However, we can still get started on servicing new starters, such as weekly check-ins as they go through there first few weeks.

Effort Score
957

Recommendation
Further study into what makes a successful recruitment in order to best set the onboarding up for success.
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Consequence
We know that onboarding is dependent on a successful recruitment period. Onboarding will never be setup for success if our recruitment process always leaves it running late.
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Confidence
We know this is a dependent piece of work for onboarding, as the two of them work and in hand together. Various research participants noted that their experience started when looking for jobs and applying.
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Effort Score
104

Recommendation
Create listening mechanisms throughout the key moments in the process.
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Consequence
Measuring moments that matter requires a mindset change and systems change.
Staff are overwhelmed with the here and now in their roles, there’s no time to reflect, listen and understand where the fault points are in our systems.

Without careful measurement, we will focus on the wrong things, or won’t pick up on problems to solve. We will continually be running on the emergency tank and won’t be able to predict when challenges arise.
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Confidence
Measurement requires belief from those measuring that what they’re doing is of use to everyone. Platforms and Props needs to be chosen that’s accessible to support global measuring at Civic.
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Effort Score
12