HIRING RIGHT · Hiring Right™ Page 6 of 14 Produced in partnership with Achieve Brand Integrity, LLC (Nov2013) INTERVIEW SCORECARD – PAGE 1 Instructions: Below are the ICARE Behavioral

Hiring Right™ Page 1 of 14 Produced in partnership with Achieve Brand Integrity, LLC (Nov2013)

PAGE 2 Introduction

PAGE 3 ICARE Contract

PAGE 4 The Hiring Right Process

PAGE 5 Additional Best Practices

PAGE 6-7 Interview Scorecard and Worksheet

PAGES 8-13 Interview Questions

PAGE 14 URMC Hiring Process

HIRING RIGHT™


INTRODUCTION

Managing Behaviors Starts at the Time of Hiring

The interviewing process is a great opportunity to use the ICARE Experience as a selling point, to share the specific behaviors that are

expected from employees in the organization, and to find the best employees to deliver the ICARE experience and lead URMC into the

future.

Evaluating a candidate’s potential for success should be based on his/her technical or clinical skills, and just as importantly, on his/her

ability to demonstrate the behaviors that strengthen the organization’s culture and enable delivery of a consistently excellent

patient/family and colleague experience.

This guide is to be used to evaluate a candidate’s potential based on their behaviors.

The Purpose of Hiring Right

Help URMC to ensure processes describe and demonstrate the ICARE Experience to potential candidates.

Integrate ICARE-based interview questions into the hiring process.

Provide a balanced, objective view of candidates and increased confidence in hiring decisions for a good cultural fit.

Help to reduce “gut feel” decision-making.


LIVING THE ICARE VALUES – A PERSONAL COMMITMENT

At the University of Rochester Medical Center, every member of our team is required to make a personal commitment to our patients, their families, and each other. We expect that you embrace our vision to deliver patient- and family-centered care across all aspects of the Medical Center, always placing patients first. By doing so, we ask that you live by the ICARE values and make them central to your work life at URMC, each and every day; treating others the way you want to be treated. Outlined below are key ICARE behaviors we all must do consistently to deliver “Medicine of the Highest Order.”

Integrity – I will conduct myself in a fair, trustworthy manner and uphold professional and ethical standards.

Introduce yourself – (greet, say your name, explain your role)

Be mindful of your actions – (conversation topic, tone, volume, body language)

Compassion – I will act with empathy, understanding, and attentiveness toward all others.

Communicate with warmth – (use preferred names, smile, make eye contact, listen attentively)

Respond to feelings – (show empathy and kindness)

Accountability – I will take responsibility for my actions and join with my colleagues to deliver “Medicine of The Highest Order.”

Answer questions clearly – (ask about and address concerns, explain next steps)

Involve and update – (patients, families and colleagues)

Respect – I will always treat patients, families, and colleagues with dignity and sensitivity, valuing their diversity.

Be courteous and friendly – (to all patients, families, and colleagues across all departments)

Speak positively – (about your colleagues, other departments, and the institution)

Excellence – I will lead by example, rising above the ordinary through my personal efforts and those of my team.

Take initiative to help– (ask if there is anything else you can do, assist your colleagues)

Recognize your colleagues – (thank them for their efforts)

Through my signature, I make my commitment to our patients, families, and my colleagues across all departments of the Institution. By doing so, I take responsibility to uphold the ICARE values and consistently demonstrate these global behaviors and my ICARE job-specific behaviors in all interactions.

Signature: Date:


THE ICARE EXPERIENCE HIRING RIGHT PROCESS

Before The Interview

• Decide how many people should be part of the interview team. Select the team to interview candidates (include coworkers).

• Meet with the interview team and review the interview questions together.

• Select the questions that best meet the needs of your particular area.

• Decide who will ask what question(s), including the ICARE self-assessment questions.

• Print out the Interview Questions, ICARE Contract, and Scorecard to use in the interview.

During The Interview

• Integrate ICARE questions with questions addressing skills and technical abilities.

• Use the ICARE Contract as a reference and make it part of the interview conversation.

• Share two or three Strong Stars that provide examples of the behaviors you would want the candidate to imitate.

• Allow the candidate time to ask questions (listen more than you talk).

• Use the interview as an opportunity to also “sell” URMC as a great place to work.

• Summarize candidate responses in the “Response Summary” column of the Interview Questions sheet.

Record the score for each question in the “Score” column. Please remember to use the entire 1 to 5 scale to help differentiate between

candidates. The score should reflect your perception of the candidate’s response.


After The Interview

• Complete the Scorecard and Interview Questions sheet. (Response Summaries, Calculate the scores using page 2 of the Scorecard, Overall Strengths and Weaknesses.

• Send your final Scorecard to the interviewing team for discussion.

• Reminder: For internal candidates, check with internal references. If you have questions about the candidate’s past performance, contact your HR Business Partner.

Additional Best Practices*

• Vary the style of the interview (traditional question and answer, group interview, casual group discussion at lunch,

role playing, providing them a project to do, etc.)

• Have coworkers – not just managers – involved in interviewing.

• Do a pre-screen phone call to connect with the candidate on “deal-breakers” (willingness to travel, ability to work nights/weekends, etc.).

• Provide a tour to make introductions to coworkers and see how friendly the candidate is.

• Have a coworker call to congratulate the candidate on progressing through the hiring process.

• Have a coworker take the candidate to lunch as part of the interview process.\

• Take the candidate to meet other organizational leader(s).

• Tell your own ICARE story to personalize what the ICARE Experience means to you.

*As applicable


INTERVIEW SCORECARD – PAGE 1

Instructions: Below are the ICARE Behavioral questions to ask in your interview with the candidate. In the “Response Summary” column, record candidate's

response (not your feelings about the response, but a summary of what he or she said). You can then use the score you assign to those responses to reflect

your perception of the response. "What to look for" should help you to assign a score. Please remember to use the entire 1 to 5 scale to help differentiate

between candidates. To conclude, complete this summary page including overall strengths, weaknesses, and your recommended next steps.

HIRING RIGHT INTERVIEW SCORECARD

ICARE Experience Values to consider:

Integrity, Compassion, Accountability, Respect, Excellence

CANDIDATE SUMMARY / OVERALL INTERVIEW SCORE

Candidate Name: Date:

Candidate Job Position: Interviewer Name:

Overall Perceived Strengths:

Overall Perceived Weaknesses:

Interview Score (Use worksheet on Scorecard page 2 to calculate final interview score)

Recommended Next Step (Hire, Undecided, Not Selected): Review the ICARE Experience and the candidate’s professional appearance/presentation, interpersonal skills, demonstrated level of interest in ICARE, and the strengths and weaknesses you captured above. Ask yourself: Is the candidate a match for the experience URMC is trying to deliver to patients, families and employees? Is the candidate friendly? Would you want this person helping you, your family, or your friends with their healthcare needs? Would you want to work with this person?


INTERVIEW SCORECARD – PAGE 2 (Optional)

CANDIDATE WORKSHEET

Competency / ICARE Value

Column A

Number of questions

asked

Column B

Total Score for

questions asked

Column B ÷ Column A

Average

Sample Calculation 5 20 4

Professionalism (Respect)

Resourcefulness & Results (Excellence)

Expertise & Learning (Integrity)

Service (Compassion)

Personal Accountability (Accountability)

Other

Column A

TOTAL questions

asked

Column B

TOTAL questions

asked score

Average:

Column B ÷ Column A

INTERVIEW SCORE

Final Interview Calculations:

(Enter this number

on Scorecard)


INTERVIEW QUESTIONS

Scale | 5 Extremely positive (Potential ICARE Champion) | 4 Positive | 3 Neutral | 2 Negative | 1 Extremely Negative

# Competency / ICARE Value

Question What to Look For Score Response Summary

1 Professionalism

Respect

Tell me about a time when you had to deal with someone who saw things or did things differently than you do. What did you say? How did you handle it?

Professional demeanor, good communication skills, respect for the opinions of others. Ability to communicate in a tone that is respectful, honest, and personal. Ability to speak positively about others.

2 Professionalism

Respect

How do you feel about receiving feedback from others? What is most challenging for you about receiving feedback from others? How have you overcome these challenges?

An interest in continuously improving his/her skills and a positive take on feedback.

3 Professionalism

Respect

What “co-worker” behaviors have you found tough to work with in the past? How do you handle it when someone is doing those behaviors?

Willingness to acknowledge some behaviors is frustrating, with examples of appropriate strategies to work with these frustrations. Ability to speak positively about someone even when they are challenging to deal with.

4 Professionalism

Respect

Tell me about a time when you helped a coworker, either within your department, or in another department.

Willingness to proactively help other team members. Ability to work within and across departments to achieve organizational goals.

5 Professionalism

Respect

What do you think is the most important condition for success in a team-based environment? Tell me about a time when you contributed to strengthening a team.

An understanding of team dynamics and real life examples of working together towards a goal. An interest in contributing to a positive workplace.


INTERVIEW QUESTIONS




6 Professionalism

Respect

What have you done in a previous job to improve the quality of work life or to have fun with your co-workers?

A history of enjoying work and the people he/she works with. A commitment to the team. Ability to contribute to a positive and productive work environment.

7 Professionalism

Respect

Tell me about a relationship in your life that contains a lot of trust. Where does the strength of that trust come from? How could you use your experience in that relationship to help you build trust with patients, families, and internal customers?

Respect for others and an understanding of how to apply this to working with patients, families, and colleagues. Understanding of how to build trust with others.

8 Professionalism

Respect

Tell me about a time when you were having a really bad day or you had a bad experience but you still needed to work with customers. How did you manage it?

Ability to deliver exceptional customer service, in spite of personal feelings. Ability to maintain a positive attitude.

9 Professionalism

Respect

What do you see as the positives and negatives of working with patients, families, and colleagues here?

A realistic but demonstrated interest in working with patients, families, and coworkers. An understanding of the healthcare environment.

10 Professionalism

Respect

Tell me about a time when you had to deal with a patient, family member, or internal customer who was difficult. What happened, and how did you help them?

Willingness to put the interests of patients/families first. Ability to overlook personal likes/dislikes in order to serve patients/families. Ability to listen and show empathy. Ability to speak positively about patients/families, even when they are challenging to deal with.


INTERVIEW QUESTIONS




11 Resourcefulness and Results

Excellence

Tell me about a time when you recognized a coworker’s accomplishment or told others about a coworker’s success.

An interest in recognizing team successes and supporting coworkers. Ability to know/recognize/appreciate when the “right behaviors” are being done.


Excellence

Tell me about a time when you felt overwhelmed by work. What strategies did you use to get yourself through it?

Examples of using strategies to get through busy times as opposed to getting stuck and disheartened. Ability to prioritize.


Excellence

Tell me about a time when you were in a situation that changed suddenly or when you had to deal with a sudden change in plans. How did you adapt?

Flexibility/adaptability, and positive attitude about change.


Excellence

Tell me about a project (or a job you did) that you are particularly proud of. What about the project (or job) was exciting or interesting? What made the result so effective?

Displaying a passion for finding solutions and a talent for working with challenges.


Excellence

Can you give an example of a task that you were responsible for that required great attention to detail, or where you needed to document information? How did you handle it?

Detail-orientation. Ability to document information clearly.


Excellence

What company do you believe provides great service to their customers? What do they do that makes them so great?

Recognizing and appreciating great customer service.


INTERVIEW QUESTIONS




17 Expertise and Learning

Integrity

Tell me about an assignment or project from school, work, or an activity in which you are involved in which you have/had a leadership role. What are/were you responsible for?

Leadership roles, extra-curricular activities (student organizations, work experience, other outside organizations).


Integrity

Tell me about a time when you had a problem without an obvious solution. How did you solve it?

Ability to mobilize self to deal with problems in a constructive way when they arise.


Integrity

Tell me about a time when you followed through on something you had promised to do, even though it was difficult or inconvenient for you to do so.

Ability to follow through on commitments – do what you say you will do.


Integrity

Tell me about a time when you needed to accomplish a new task that you didn't have any experience with. How did you go about learning what to do? What was the result?

Being proactive in seeking advice and/or assistance and taking responsibility to learn something new.


Integrity

What have you learned about your field (or area of expertise) in the last year? What more would you like to learn in the upcoming year?

An interest in obtaining knowledge above and beyond what is required on the job. An attitude of continuous learning.


Integrity

Tell me about a person that you really respect. What did you learn from him/her?

A genuine interest in people and an interest in continuous learning.


INTERVIEW QUESTIONS




23 Service

Compassion

What does compassion mean to you?

An interest in being part of a team that is providing a caring experience to patients/families and to colleagues – someone who is interested in doing more than the basics, in contributing to something greater than him- or herself.

24 Service

Compassion

Describe for me a situation when you went beyond the call of duty for a patient or family member.

Willingness to go above and beyond in caring for patients and families.

25 Service

Compassion

Have you worked in other jobs where you needed to serve customers? What types of "customers" have you worked with in your life? Give an example of when you “wowed” a customer. How did you do it?

An interest in and experience with helping people. Pride in a job well done. Willingness to go above & beyond.

26 Service

Compassion

In your opinion, what are the most effective ways to get to know patients, family members, or internal customers? How can that help you provide them with better service or care?

Appreciating the need to build relationships and be hands-on in interactions with customers. Interest in listening to customers and giving them his/her full attention.

27 Personal Accountability

Accountability

Tell me about a time when you made a mistake. What was the impact? What did you do to remedy the error?

Willingness to take accountability, integrity, and creative problem solving.


INTERVIEW QUESTIONS




28 Personal Accountability

Accountability

Tell me about a time when you were at risk of missing a deadline, or were not able to meet a deadline. How did you handle this situation?

Taking accountability for getting the project back on track, communicating and being responsible.

29 Other Why do you want to work for URMC?

An interest in URMC as evidenced by having done some basic research on the organization. An interest in healthcare. An interest in caring for people.

30 Other

Candidate Self-Assessment

(Refer to ICARE Contract)

Of the ICARE Experience behaviors in the ICARE Contract, is there one particular behavior that you think you will really excel at? Give me an example of when you’ve done something similar in the past.

Specific examples that demonstrate an aptitude for delivering the ICARE Experience.

31 Other

Candidate Self-Assessment

(Refer to ICARE Contract)

Is there one of the ICARE behaviors that you will need to really focus on in order to do it consistently? What ideas would you have for getting consistent at that behavior?

Self-awareness. Willingness to admit weaknesses. Strategies for how they will improve their ability to deliver the ICARE Experience.

To calculate the overall Interview Score, use the Worksheet on page 2 of the Interview Scorecard


QUICK REFERENCE – URMC HIRING PROCESS*

Department works with HR Business Partner to create “Position Description” (if a new job).

Once the job description is finalized, department creates a Staff Requisition in HRMS and mails a hard copy of the requisition, with the Job Description,

to the HR Service Center. SMD or SMH Finance approval is required for all new positions in the Medical Center.

The HR Service Center posts the job online, and gives HR Liaison a folder with new job information. Hiring Right Guide link emailed to hiring supervisor.

The HR Liaison notifies the department that she has received the posting and the department may begin recruiting.

Department may choose to advertise (consult list of suggested vendors listed on our website).

Department views candidates in HRMS and dispositions them appropriately (e.g., not selected, lacks minimum qualifications, selected, etc).

Department screens, interviews, and completes reference checks (for both external & internal candidates).

Department contacts the HR Liaison with the name of the selected candidate. The HR Liaison will:

> Review the application and resume to ensure that minimum qualifications are met.

> Review the pay rate to ensure equity within the department (may work with the HR Business Partner).

> Advise department when the verbal offer may be made.

Department extends verbal offer and asks the candidate to call HR Liaison.

The HR Liaison completes a criminal background check, any credentialing or licenses that may be required, ensures the I-9 process is complete,

schedules physical/drug screen if appropriate, and schedules New Hire Orientation. The HR Liaison also prepares the standard University of Rochester

offer letter which includes legally-mandated information.

Official start date needs to be mutually determined by both departments.

Please visit: Supervisor’s Guide to Hiring Process at http://www.rochester.edu/working/hr/employment.

* Contact Nancy Resseguie at [email protected] for information regarding the Nursing Hiring Process.

http://www.rochester.edu/working/hr/employment

mailto:[email protected]

Documents

HIRING RIGHT · Hiring Right™ Page 6 of 14 Produced in partnership with Achieve Brand Integrity, LLC (Nov2013) INTERVIEW SCORECARD – PAGE 1 Instructions: Below are the ICARE Behavioral