United Kingdom
Healthcare Services
50–200 employees
Offering long term help and personal assistance to people who need it is one of the first priorities of Specialist Care Team. The Homecare agency based in the UK provides in-home care plans that are completely customized to meet resident’s unique needs, preferences and history – at every stage of their life.
With over 160 care workers all around Morecambe, the family-run service was in need of optimizing their entire onboarding process and make administrative management easier for the HR team and more secure for the upcoming employees.
To understand how Clustdoc has helped Specialist Care Team build a smooth client onboarding experience, we spoke with Jack Pearson, HR manager who has been focused on providing new caregivers a more flexible onboarding experience.
Specialist Care Team’s goal: stop equating ‘employee onboarding’ with ‘paperwork’
In 2020, Specialist Care team HR team used to spend countless hours collecting new hires information and documents as part of their onboarding process. Keeping track of every new employee file was complicated for the team as they have to manage their recruitment onboarding process in a timely manner.
The onboarding process routine of the team was mostly based on:
– Collecting documents manually for each new hire.
– 5 to 10 emails to get a complete employee file.
– Keeping track of questionnaire answers in plenty of excel spreadsheets.
– Meeting with new hires to get contracts signed.
“We are using a software to manage payroll, but concerning our onboarding process it was purely paper based to be honest. We would collect the forms and paperwork, get the contracts signed, knowing that most of the onboarding steps were taking place in the office. Then we would double enter all this information into our payroll system.”
Additionally, the team was juggling with multiple tools to manage the entire onboarding process, from document collection to internal verifications.
“When we have a new hire, the first step is to share some form of ID to prove that they are who they are, and once it’s approved they have the right to complete the other onboarding steps.”
On the employee side the customer onboarding experience was not what Jack and the team were expecting :
“The employee needs to go through 25 steps at least before they start working: questionnaires to fill out, different checks for health, fitness questions.. And when everything is based on paper and office meetings, sometimes it could take days before they finish completing their file. Some of the new hires don’t even take the time to complete the onboarding process.”
But as Specialist Care Team grew, this manual process was hard to maintain in the long term. And when the agency went fully remote during the COVID-19 crisis, the team was looking for a secure tool to connect with new hires and create an efficient digital onboarding experience.
Making employee onboarding easy for HR teams
Introducing Clustdoc Digital Onboarding Software to their routine, Jack has witnessed a massive transformation of their HR process as the team uses the tool to easily request and collect new employees’ information and documents in a timely manner.
Using the Clustdoc online onboarding portal, the HR team was able to deploy an end-to-end digital process including all the steps the new hire needs to complete, alongside non visible internal steps that the team has to perform during the process.
“Our routine is clearly not the same. Now every new hire gets access to his onboarding application, submits a form of ID to prove their identity and then they get the right to act on the application: forms to fill out, some confidentiality checks to perform, documents to send etc. everything can be completed through the online application.”
Another automation capabilities that Jack appreciated is the automated reminders that have been extremely helpful:
“We optimize our onboarding process by adding some regular reminders to engage more the employees in their process, for example when a signature is missing, or when some documents are non-compliant. And all the concerned steps are automatically listed in the email, which is really good.”
Using Clustdoc, new caregivers have a place where they can engage, communicate and progress their application with comfort, anytime, anywhere. The instructions, requirements, progress statuses and next steps are clearly displayed in a password-protected interface allowing them to enjoy a self-serve onboarding process experience. Additionally, communication has been centralized through a secure messaging system.
With this new hiring management process, the team has experienced a significant reduction in completion times, transforming the onboarding process from a week-long paperwork ordeal to a quick afternoon confirmed Jack:
“With Clustdoc in place, the communication between the new hires and HR teams is easier because it’s in one place. They no longer have to come in 3 or 4 times with incorrect forms of ID. What used to take a week with paper processes can now be completed in an afternoon.”
7x
100%
visibility over new hire experience
Zero
errors during document verification process
An easy way to manage new employee applications
One of the main issues for the team was handling the volume of employee applications being made each semester. HR Managers need to make sure each new hire follows all the required steps during the onboarding process to get up to speed as soon as possible.
It was also crucial for Jack and the team to ensure that all compliance documents are properly collected and reviewed. Fortunately, for the HR team Clustdoc has provided a seamless solution to this common challenge.
The Clustdoc applications console is a real time-saver, allowing team members to check remotely each employee record, review and progress applications based on their internal requirements.
As for, Jack he appreciates the integrations & API features with their payroll system. Having a great onboarding process management tools is one thing, but being able to integrate them seamlessly with your business tools takes it to the next level.
With Clustdoc, the hiring process at Specialist Care Team becomes seamless for everyone involved : employees are quickly onboarded while keeping them engaged, as for the HR team, they benefit from a secure location to access each new employee’s records and history at any time.
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