Lutheran Jamestown, an aging services organization with 600 employees across multiple locations was doing well in a lot of areas, but felt there was room for improvement in order to sustain a strong positive culture and to be the provider of choice for people in need of their services – helping those of all ages gain or retain independence.
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Employee recognition, employee surveys
Lutheran Jamestown was going through a lot of transformation which was contributing to issues with trust. A period of growth led to confusion around what was expected of employees.
The organization realized that in order to provide quality care to the people they serve, it needed to help employees understand the values and how to live them. At the time, the organization lacked a system for objectively measuring the culture and were looking for a solution to better connect company values to the experience in a measurable way while being more objective with accountability.
Lutheran Jamestown worked with Reward Gateway to define the values and behaviors the organization could hold all employees accountable for delivering. These values and behaviors became The Lutheran Experience – establishing clear expectations for teamwork, responsibility, leading by example and delivering a consistently good experience to residents, clients and family members.
Next, it implemented a strategic recognition program as a tool for capturing, sharing and talking about employee successes in order to increase focus on creating a culture of appreciation and improving communication to remove silos.
Managers and leaders across the organization participated in training on how to lead with The Lutheran Experience – incorporating it into everyday activity like starting each team huddle with a story of an individual or team success tied to a specific value or behavior.
In order to measure progress, the organization started semiannual employee surveys – asking everyone to share their perspective on how consistently their coworkers deliver the values and behaviors that make up The Lutheran Experience. This survey also includes questions to measure engagement and leadership skills, altogether providing leadership a way to quantify the culture.
Lutheran Jamestown has seen an incredibly high increase in employee engagement – up 333% since the program started.
Over 13,700 stories of employee successes and best practices have been captured in the program since launch. The program also has high participation with 98% of managers and 91% employees writing, receiving, and socializing recognition.
All customer feedback scores increased with a 14% increase in overall satisfaction, a 13% increase in willingness to recommend, a 17% increase in quality of care and a 17% increase in quality of service.
Turnover among staff dropped by 14% and employee understanding of what it means to deliver quality customer service increased by 40%. Employee likelihood to recommend the workplace and the organization’s products/services both increased (12% and 16% respectively).
Finally, the organization moved their Quality Assurance and Performance Improvement (QAPI) from 3 to 5.
decrease in employee turnover
strategic recognition stories captured