Impact Feature Issue on Direct Support Workforce Development

When Bancroft NeuroHealth was chosen to participate in the NTIFFS project, our DSP turnover rate was 36%, costing our organization $1.4 million the previous year. That is an estimated cost of $3,500 per terminated employee, which only reflects the financial loss. Turnover takes a toll on staff morale, productivity, and subsequently the quality of care, as well.

The organization made staff retention its highest priority for its NTIFFS participation, and mandated that all Frontline Supervisors (FLSs) participate in the “Removing the Revolving Door” curriculum training. Ninety percent of our FLSs completed the training. The main point of the training was to prepare FLSs to do the following in relation to DSPs: (1) develop a realistic site-specific job preview, (2) utilize behavioral-based interviewing techniques (picking the right candidate), (3) standardize the on-boarding process (training), and (4) give staff recognition. Since beginning this process, policies and procedures have been changed to facilitate program and organizational goals. Now candidates who apply for a position are interviewed by two FLSs using behavioral-based interviewing. Once a candidate is hired, his or her on-site orientation is more extensive. The hope is that if we pick the right candidate, train better, provide more support, and give appropriate recognition, the chances of retaining that staff member will increase.

While we continue to struggle with reimbursement rates and the resulting low wages, the “Removing the Revolving Door” training has had a tremendous impact on the organization. Bancroft NeuroHealth has seen a 5% reduction in our turnover rate in the last year. While the numbers are showing promising signs, there are other benefits. For example, FLSs are more confident when hiring people, and just as importantly, are taking a pass on candidates who would not be a good fit.