Do the Tedious Work | Dr. Suzanne Larsen Balaoing

<p>Dr. Suzanne Larsen Balaoing is Chief People &amp; Culture Officer at Silverado, which provides memory care and end-of-life care. She&#39;s done physician HR at the Permanente Medical Group and worked at PRO Unlimited and 360 Behavioral Health. She and Maddie talk about the day the FBI showed up at her office, why &quot;there&#39;s nobody to hire&quot; usually isn&#39;t the real problem, what HR loses when a chatbot takes the easy questions, and replacing performance reviews with an impact report.</p><p><strong>Takeaways</strong></p><ul><li>Do the tedious work. Someone skipped a right-to-work check while onboarding a group of contingent workers, and nine months later the FBI told her a fake worker on payroll was funneling money to a terrorist organization. It came to almost $5 million over about three years.</li><li>Turnover usually has more than one cause. A mix of 5-star and 1-star Glassdoor reviews tells her management is inconsistent from site to site. She once had two communities 13 miles apart, one at 117% turnover and one at 40%, hiring from the same pool of candidates.</li><li>At Silverado she hires caregivers for being other-centered and compassionate, not for assisted-living or dementia experience, because Silverado trains for that.</li><li>She asks everyone on her team what their care plan is for themselves. HR deals with a lot of hard things, and it will wear you down if you don&#39;t manage it.</li><li>At 360 Behavioral Health, time to fill went from 45 days to 7. The fixes were fair pay, cutting out paper workarounds between systems, tighter handoffs with hiring managers and approvals, and no longer ranking recruiters against each other. &quot;What you reward is what you get more of.&quot;</li><li>When a chatbot answers the simple HR questions, what&#39;s left is all the high-emotion calls. Those simple questions were giving people a break.</li><li>Her idea for replacing the performance review: an impact report that shows people the hours they spent caring for someone, the families they helped and the times they stepped up for teammates.</li><li>Her advice: be kind. You don&#39;t know what people are carrying.</li></ul><p><br></p><p>Connect with Suzanne on LinkedIn: <a href="https://www.linkedin.com/in/suzanneklarsen">https://www.linkedin.com/in/suzanneklarsen</a></p>