The Employers' Association
 
 An E-newsletter for TEA Members
Business peopleEXECUTIVE UPDATE
TopMay 14, 2012 Volume 32, Issue 7
In This Issue
Congratulations to Members Recognized as one of West Michigan's "101 Best and Brightest Companies to Work For"
Tis the Season - Is Severe Weather Lurking
How Customer Service Can Increase Business
New Guidance Issued on Criminal Background Checks by Employers
Quick Links

Upcoming Programs

 

June

 

  6 - Employee Performance

       Management

  8 - CPR Certification & First

       Aid

13 - Effective

       Communication Skills

13 - MIOSHA Parts 472 &

       554-Medical Services &

       First Aid, Bloodborne

       Infectious Diseases

14 - Engaging Your

       Organization

15 - CPR Recertification &

       First Aid

15 - Bloodborne Pathogens

  

Click on dates for more information or refer to the 2012 Winter/Spring/Summer schedule here.

 HRG May Meeting

 

 FMLA & ADAAA: The Complicated, Interesting, Frequent & Frustrating Issues
 
 

Presenters: 

Gail Scott, Morning Star Health and Jeff Fraser, Miller Johnson

 

May 17, 2012

 

Watermark Country Club
7:30 a.m. - 9:30 a.m.

 

More Details

Looking Ahead

 

 Save the Date
 
 

 

HRG/AHRM/TEA

Golf Outing
 

Wednesday, July 25, 2012

Thornapple Pointe Golf Club

 

More details to come.

Stay Connected with Us!!

  

 

Find us on Facebook  View our profile on LinkedIn  Follow us on Twitter  Visit our blog  View our videos on YouTube

President Dave SmithFrom the President - Being A Member 

 

What is "being a member?" American Express defined that question several years ago. With clichés such as "security," the "knowledge that we're there," and "knowing you're never alone." Those same concepts define being a member of The Employers' Association. Our members: 

  • Have access to the most comprehensive benchmark Compensation and Benefits Data available in West Michigan (PLUS knowledgeable experts to help interpret and apply the data to YOUR organization). This data can be used to develop (or maintain) employer of choice status within the community.
  • Receive proven Leadership Development, innovative Sales/Customer Service, and practical Human Resource compliance training at a fraction of the cost should you seek similar programs (should they even exist) elsewhere.
  • Have unlimited use of our FREE HR Issues Hotline. You can receive practical solutions to complicated problems from our experienced staff professionals whose purpose is to build lasting relationships designed to make your business more profitable in an ever-changing world just by picking up the phone and calling 616.698.1167. We are able to provide solutions to members having affiliations elsewhere in the country through our membership in the Employers Associations of America and through CCH Human Resource compliance software.
  • Are able to identify employment candidates through a free resume bank or discounted advertising THEN test for skills or perform background investigations to confirm your hiring intuition.
  • Receive updates on the status of pertinent HR legislation and timely HR articles through our Executive Update newsletter and within our website, www.teagr.org.
  • Can accomplish projects you do not have time to develop but could easily maintain if put into place. Consulting support is provided through:
    • Writing/reviewing employee handbooks
    • HR Audits
    • Developing/implementing comprehensive compensation administration and performance management programs
    • Checking the pulse of organizations through the facilitation and analysis of employee opinion and engagement surveys
    • Helping to refine/develop employee potential through coaching/mentoring activities

We want to thank you, our members, for supporting The Employers' Association as it has provided Human Resources Solutions since 1939 - and to assure you that TEA plans to play a continuing active role in YOUR organization's sustainability by aligning our efforts with your future reality.

 

We believe that excellent customer service is a prerequisite to thriving within a highly competitive global market - that price and quality alone will not assure success - emphasized by the expansion of our Sales/Customer Service Training and one-on-one consulting activities. Our vision to help make Human Resources a vital strategic partner is being realized as we redesign our Human Resource Certification series and add a Senior HR Executive Management Roundtable. Our vision to strengthen organizational leadership is being accomplished through a re-structuring of our Leadership Development series and the addition of a Leadership Roundtable for individuals completing advanced leadership training.

 

While American Express has attempted to provide a definition of "a member," perhaps we could paraphrase an old General Motors advertising by saying that "we are NOT your father's Association!" Again, thank you for your continued support...together we can insure a profitable, sustainable and bright future for West Michigan!

 

Visit our BLOG (Dave's Deliberations) to view the recent post Fulfilling Life's Potential.

Partnership News

  

Express Employment Professionals is proud to present an exciting opportunity to join business leaders from throughout our community for a special event featuring speakers who have built distinguished careers based on the principles of great leadership.

 

Refresh Leadership Live Simulcast

Wednesday, May 16, 2012

8:00 a.m. - 12:30 p.m.

Davenport University, Robert W. Sneden Center

Hotline
Hotline pic
Providing practical solutions to Human Resource-related issues BEFORE they escalate into legal problems.

Congratulations to Members Recognized as one of West Michigan's "101 Best and Brightest Companies to Work For"


The Employers' Association was honored once again to orchestrate the training activities for the "West Michigan's 101 Best and Brightest Companies to Work For" awards program last week
this year. Serving on the Michigan Business and Professional Association's steering committee for the past ten years, TEA designed a program to help organizations "bridge the talent gap" in West Michigan. We want to congratulate our members that were recognized (collectively they have averaged nearly seven years of recognition during the event's 10 year history). Further, nearly 25% of the West Michigan organizations recognized nationally as being one of the "Best and Brightest" were members of The Association.

 

Congratulations to our "101 Best and Brightest Companies To Work For" member winners. We applaud and support your exceptional Human Resources practices!

 

 

 

101 BEST AND BRIGHTEST MEMBER WINNERS:

  

Advantage Health Physician Network

Aspen Surgical

Beene Garter LLP

Dan Vos Construction Company

Express Employment Professionals 

Flexco 

Grand Rapids Community Foundation 

Herman Miller Inc 

Holland Hospital 

Nucraft Furniture Company  

Plante & Moran, PLLC 

Professional Benefits Services 

Rapidparts, Inc 

Rehmann 

Spartan Stores Inc 

Spectrum Health 

Stahlin Enclosures 

Trivalent Group 

Warner Norcross & Judd LLP 

MEMBERS ON NATIONAL 101 BEST AND BRIGHTEST LIST: 

 

Dan Vos Construction Company 

Holland Hospital 

Spectrum Health 

Grand Rapids Community Foundation 

 

 

 

HR Masters pic 

Tis the Season - Is Severe Weather Lurking? 

by Maggie McPhee, PHR, Director of Information Services

Michigan is not immune from tornados. Kent County has had 30 of them since 1950 and Ottawa County has had 19. That's an average of at least one every two years. Is this the year we experience severe weather?

 

If a tornado did strike, can you answer YES to the following questions?

  • Are your sure your employees know what to do and where to go if the tornado sirens go off while they are at work?
  • Do you conduct tornado/severe weather drills at least once a year?
  • Do you have posted maps that instruct employees of the closest shelter area?

Additional items to consider when developing or reviewing your severe weather policy include: 

  • Which services/areas are "essential" and "non-essential" - be sure employees know which category their job is in, and what responsibilities are expected for each category.
  • How will employees be paid for not reporting (with call-in)?
  • How will employees be paid for not reporting (without call-in)?
  • How will employees be paid who are working in "essential" service areas?
  • When can employees substitute paid time for time not worked in a severe weather situation?
  • Does every single employee know where to take shelter in the event of a severe weather warning...no matter where they are in the facility?
  • Do all supervisors know EXACTLY which employees they are responsible for (headcount) and who to report that number to?
  • If employees are working outside, do they know what safety precautions to take?
  • Does your company have a system in place for notifying employees (pre-shift start) if the facility will be closed due to severe weather?
  • Do you have one (or more) employees who will have a battery operated radio to monitor weather reports?

Be sure you and your employees are confident they know everything there is to know about tornado and severe weather safety. Contact Maggie for additional resources or sample policies.

 

How Customer Service Can Increase Business

by Ron Scott, Director of Membership Development

Customer Service representatives are often asked to handle problems quickly so they may process as many concerns and complaints as possible. What might happen if we viewed customer service as increasing business rather than as recovering it - if we were able to explore alternatives with the customer so he/she knows we hear their needs AND that mutually agreed upon expectations will be met? Would a slight change in our approach help or hinder our business' ability to grow and prosper?

 

Whenever I receive a call or someone stops in my office I have the choice to answer their question and return to business OR I can stop, look and listen to the "needs" of the customer. If I truly listen to what the customer is asking, will it make a difference in the outcome? If I act quickly without listening fully, will I ever be able to provide an outcome?

 

How we look at problems is half of the solution to resolving the issues we face each day. We need to have basic product or service knowledge for customer service to be effective, but more important is the need to develop a relationship of trust with the person on the other end of the conversation.

 

Fortune Magazine highlighted the customer service approach recently implemented by American Express and the changes made to increase shareholder value by improving customer loyalty. American Express was looking to change the perception of their organization by creating a healthier relationship with their customers.

 

American Express used the book The Ultimate Question by Fred Reichheld and Robert Markey, focusing upon one question: "Would you recommend us to a friend?"

 

The concept of developing a dialogue with the customer is a healthy one. When we encourage the customer to ask their question, customer service is able to explore the alternatives and look for a solution. The idea of providing an answer quickly so that we can move to the next issue is not a healthy way to treat customers. It does not demonstrate respect for their needs NOR does it create a healthy business relationship.

 

The Ultimate Question places customers in one of three categories:

  1. Promoters who spread positive word of mouth about your service
  2. Passives that are not enthused with your service but still work with you
  3. Detractors who are actively dissatisfied with the service you are providing

When we improve the quality of our relationship with our customers, we are able to minimize "detractors" and, potentially, transform "passives" into "promoters" so that our market recognition grows. Our business will increase as more people share with other about their experience with our customer service. People will be more willing to work with us if treated with respect and interest - and more willing to return to a place they received great products, exceptional service AND a listening ear.

 

Whenever you speak to an internal or external customer, force yourself to "stop, look and listen" to what they are actually saying and responding appropriately rather than by acting quickly on what you thought they said. Rephrase their needs as you hear them and work to resolve their question. It is not always the answer they are looking for as much as the response they receive that demonstrates your respect for their need. Give us a call - not only will we listen BUT we can help you strengthen your organization's Customer Service skills through training OR work with you individually with one on one coaching designed to answer your "ultimate question" when it comes to providing exceptional service! 

 

New Guidance Issued On Criminal Background Checks By Employers

by Rob Strate, SPHR, Director of HR Services

 

On April 25, 2012, the Equal Employment Opportunity Commission issued updated recommendations that urge employers not to misuse criminal background checks in filling job openings. The EEOC issued the new guidance mainly in response to two related issues: (1) employers' increased access to and use of criminal background history information when making hiring decisions and (2) the concern that the use of arrest and conviction records in employment has a "disparate impact" on minorities. According to the EEOC, 1 in 17 white men will service time in jail during their lifetimes, compared to 1 in 6 Hispanic men and 1 in 3 black men. About 92 percent of companies report using background checks as part of their hiring process.

 

Building on existing guidelines, the new guidance specifically addresses the following issues (among others):

  • The EEOC's view that records of arrests and convictions must be evaluated differently. The EEOC advises that a blanket ban on hiring an individual solely on his/her arrest record violates Title VII of the Civil Rights Act because an arrest does not establish actual criminal conduct occurred. By contrast, a conviction record will usually serve as sufficient evidence that a person engaged in criminal conduct. However, the Guidance makes it clear the EEOC's belief that a policy which bars hiring applicants who have criminal convictions of any kind would also violate Title VII.
  • It is unlawful for an employer to treat individuals with similar criminal records differently based on factors such as race or color.
  • An employer may be in violation of Title VII if its policy against hiring all individuals who have criminal arrests/or convictions results in disparate treatment applicants of a particular race or color, unless the employer can show that its policy is "job related and consistent with business necessity."

The guidance also offers the following best practices for employers that consider criminal record information when making employment decisions.

  1. Eliminate policies or practices that exclude people from employment based on any criminal record.
  2. Train managers, hiring officials and decision-makers about Title VII and its prohibition on employment discrimination.
  3. Develop a narrowly tailored written policy and procedure for screening applicants and employees for criminal conduct. The policy should require identifying essential job requirements and the actual circumstances under which the jobs are performed, along with specific criminal offenses that may demonstrate unfitness for performing the jobs.  
  4. Train managers, hiring officials, and decision-makers on how to implement the policy and procedures consistent with Title VII.
  5. When asking questions about criminal records, limit inquiries to records for which exclusion would be job related for the position in question and consistent with business necessity.
  6. Keep information about applicants' and employees' criminal records confidential. Only use it for the purpose for which it was intended.

The guidance issued by the EEOC does not appear to be as bad for employers as it could have been considering there was fear that the agency would declare that conducting any pre-employment criminal background checks would be a violation of Title VII. As SHRM pointed out in a recent statement: "SHRM is pleased that the guidance does not appear to impose a one-size-fits-all set of rules on employers and seems to take into consideration that every employer will have different needs and concerns in the use of criminal background checks in hiring." On the other hand, no one who has read the new guidance believes conducting criminal background checks just got any easier. Rich Meneghello, a labor attorney from Portland, Oregon, made this comment on his blog: "The good news is that the updated guidance provides employers a road map for avoiding liability under Title VII based on a criminal background check policy. The bad news is that some of the suggestions are burdensome, difficult to implement and not crystal clear. This is not an exact science."

This newsletter is published at 5570 Executive Parkway SE, Grand Rapids, Michigan as a general information service to all members and offers data from many sources. It is not designed to render legal advice or opinion. Such advice may only be given when related to actual situations. Our staff can assist you in interpreting and applying this information to your needs.  For questions or replies to this newsletter, email pmollica@teagr.org.  
 
NOTE ABOUT SAFEUNSUBSCRIBE:  If your company is a TEA member and you unsubscribe, you will no longer receive ANY TEA e-communications.  If someone else should be receiving this information, please email pmollica@teagr.org and we will update our records.