	Human Resources Management

Introduction

Administration and Management

Service Delivery Administration Standards

Service Standards

PA-HR 4: Satisfaction and Retention*

The agency promotes a high level of personnel satisfaction and retention.

Interpretation: The agency can consider factors that have been associated with staff satisfaction and retention, including: role clarity, recognition of employee contributions, satisfaction with salary and benefits, reasonable workload, autonomy, opportunities for advancement, and career development. The agency should also take the opportunity to retain high performing staff by providing support, opportunities, and resources to prepare personnel within the agency to assume leadership roles.

PA-HR 4.01

The agency promotes open communication and collaboration among disciplines and staff levels by:

holding regular team, agency, and divisional meetings, as appropriate to the agency; and
providing feedback to personnel about their suggestions and recommendations.

PA-HR 4.02

The agency encourages initiative, creativity, and innovation and rewards and recognizes the contributions of personnel.

PA-HR 4.03

The agency annually establishes personnel satisfaction and retention goals and measures rate of personnel turnover and personnel satisfaction.

PA-HR 4.04

The agency establishes a formal mechanism through which employees can express and resolve grievances, which includes:

how grievances are filed and to whom, including who will make a final determination;
timely written notification of the resolution and an explanation of any further appeal, rights or recourse;
documenting responses and actions taken; and
maintaining a copy of the notification of resolution in the personnel record.

PA-HR 4.05

The agency takes action to address identified staff satisfaction and retention concerns.

Interpretation: The agency can be alert to Work/Life policies and practices that have been shown to increase employee productivity, job satisfaction,and retention, including: flexible work options and personal and family support.

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	PURPOSE: A stable, qualified workforce contributes effectively and efficiently to consumer satisfaction and positive service delivery results.

RELATED FILES


	CONSUMER The individual, family, group, or community that seeks or receives services.


	SERVICE One or more organization-operated programs or activities that have a common general objective and deploy the organization's material and human resources in a planned and systematic manner. An organization that publicly promotes or identifies itself in writing as offering a service, is licensed to deliver a service, assigns personnel and/or space to a service, or allocates financial resources to a service is considered to offer that service.


	PERSONNEL The body of employees and/or volunteers that carries out the organization's tasks under the organization's administration and/or supervision. This definition does not include foster parents who are specifically referenced in relevant standards


	EMPLOYEE Paid member of an organization. Foster parents are not considered employees and are specifically referenced in relevant standards.


	WORKLOAD The amount of work assigned to or expected from a person within a specified period of time. See also CASELOAD.


	LEADERSHIP A nonprofit organization's leadership consists of its governing body, chief executive officer, and may also include its senior management. In a public agency the term refers to the agency head and administration team. The term "leadership" is not generally applied to for-profit organizations. With respect to COA standards, in for-profit organizations the term leadership applies to the owner and board of directors if one exists.


	PRACTICE Established actions or ways of proceeding in the regular performance of organizational duties. Policies and procedures often guide practice.


	FAMILY Two or more people who consider themselves family and who assume obligations, functions, and responsibilities generally essential to healthy family life. Child care and child socialization, income support, long-term care, and other caregiving are among the functions of family life. The definition of "family" will rest with an individual's indication of who plays a family member role, including current or former foster family, adoptive family, extended family members, fictive kin, or significant others. Organizations that believe family is the central constellation in a child's life, and that family attachments are of primary importance for human development, will strive to work with professional staff to develop a common understanding of "family."


	GRIEVANCE See COMPLAINT