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Exemplar Health Care Services

Improving the recruitment and retention of Home Managers

Exemplar Health Care Services Limited, whose head office is in Rotherham UK, employs around 2,500 people and has over 25 homes in the UK.  Most homes are for young adults with complex, specialist needs and it is vital for the business to ensure that the relationship between staff and residents is consistently kept on a sound, professional footing and that employees are working to the required high standards.

Watershed was asked to help improve the recruitment process and retention of Home Managers.  A high performing Home Manager is the single biggest factor in ensuring service users get the best possible care and the home performs well.

We reviewed and analysed all relevant data and documents on current recruitment practices, trends and performance.  We also spent time with Exemplar’s HR and recruitment team to review processes, activities and tools. As part of our review, we visited homes to understand how they were managed and to speak to the relevant Operations Managers and Home Managers.  

Watershed recommended a number of changes, including:

  • improving candidate attraction
  • conducting effective interviews
  • using psychometric and other tests to assess candidates
  • induction
  • appraisal and development
  • learning from exit interviews.

The starting point of the recommendations was to create a comprehensive framework that aligns recruitment, selection and development.  The core of the framework was a revised selection and assessment process that uses multiple assessment methods, including psychometric tests, which eliminate subjectivity in decision making and improve the predictability of successful in-job performance.  Improvements to candidate attraction methods and the use of talent pools and pipelines were also identified.

Euan Craig, Chief Executive Officer, Exemplar Health Care Services added “We know Watershed well and use it for many aspects of HR consultancy support.  For this project Watershed has provided us with a clear framework and solid, practical steps to help us attract and select the right people to be Home Managers.  The assessment services it provides are now an integral part of our selection process"

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