World Relief HR Department: Achieving World Class Work for Jesus

1. World Relief’s HR Department: Mission & Operating StrategiesAERDO MeetingNovember 12-15, 2006 Doing World Class Work for Jesus!!

2. 4 Functional Areas within World Relief’s HR Department • Human Resources • Volunteer Resources • Facilities & Administration (outsourced property management) • Security, Safety & Member Care

3. Overview • What this session is all about: • Information Sharing • Where HR has been (past 18 months) • Where HR is re going (next 12 months) • Addressing employee needs, issues & concerns

4. Agenda • World Class & Best Practices . . . . putting dreams into actions (People In Aid, best practice survey . . . policies & procedures) • Re-tooling HR . . . A “new working-culture” • Focus on “Talent Management” (growing people) • Volunteer Resource Management’s new operating strategies • Creating Security, Safety & “stress management awareness” in our operations • Compensation (pay policy) & Benefits administration • Timely response to benefits Q’s & A’s

5. 1. Best PracticesHR’s goal: to become “WorldClass” • Surveyed 12 similarly situated NGOs early 2006 • Re-issued 144 HR policies • Continuing to Network with NGOs: • Benchmarking: policies, pay&benefits • AERDO Member (Association of Relief & Development Organizations) • Personnel Co-op Member (non-profits; many in Washington, D.C. area) • People in Aid Member (Code of Good Practice) • Monitoring Bill Gates Foundation Project

6. “Code of Good Practice” People In Aid’s Overarching Principle: “People are central to the achievement of our mission!”

7. More about People In Aid • International network of humanitarian assistance agencies • Located in London, England • 80+ members (12 USA members)

8. People In AidCompliance with 7 Individual Principles • 1: Human Resource Strategy • 2. Staff Policies & Practices • 3. Managing People • 4. Consultation & Communications • 5. Recruitment & Selection • 6. Learning, Training & Development • 7. Health, Safety & Security

9. People In Aid’s Code15-18 months Certification Process • Seven Broad & Intensive Implementation Steps: • Attend “Code Implementation Workshop” (September 15th) • Select World Relief Implementation Team • Conduct employee survey • Survey results used to assess “Code” compliance • Next, evaluate & develop systems, policies, benefits • Survey again • Certification review by People In Aid

10. 2. Re-tooling HR & VR • But, best practices starts on home • Getting ourselves ready for new challenges • Focusing on business plans & results • Moved Payroll to Finance • Improved payroll system integrity • Automating payroll/time & effort • Goal: free-up HR for Comp & Benefits work • Re-structuring . . . expanding Comp & Benefits programs • Establishing a new “working-culture”

11. HR’s & VR’s new “working-culture” • Creating energy & enthusiasm • Celebrating successes • Remembering that: • Hope is not a strategy!! • Actions create RESULTS!!

12. A “culture” based on:Performance, Accountability,Speed & Agility • Performance • Raising the bar, setting “stretch goals” • Focusing on “Kingdom building work” (“world class work”) • Accountability • Assuming “ownership” of our work, • Focusing on commitments, deadlines & targets • Speed • Reacting quickly to issues & needs; NOT “That’s way we’ve always done it!” • Process flow mapping (Why are we doing this? Value-added?) • Agility • Working cross-functionally (creating spirit of cooperation with other depts.) • Focusing on “inter-dependence”; a non-silo environment

13. Working-culture based on: • Performance: consistently striving to: • Add-value to all that we do • Raising the bar each year for our own personal goals & expectations (to do better than last year) • Meeting annually defined expectations (goals) • Bringing structure to haphazard or chaotic situations • Providing service that meets the needs of co-workers & other employees • Benchmarking against other world class organizations (metrics) • Establishing Business Development Plans: • Comprehensive & Strategic Recruiting Plan • Comprehensive Volunteer Business Plan (strategies) • Focusing on “results”, not activities

14. Working-culture based on: • Accountability: • Doing what we said we will do (on time) & what is expected of us • Meeting customers’ & beneficiaries’ expectations • Fulfilling our commitments to others • Controlling costs • Measuring ourselves against external benchmarks • Dashboarding our results

15. Working culture based on: • Speed • Creating innovative systems & procedures • Eliminating bottlenecks, redundant processes & procedures (process flow mapping) • Replacing archaic methods and silo mentalities • Never being comfortable with shapeless, messy situations • Being annoyed with clutter (cleaning it up or finding a better method) • Remembering that we are in need of exact, well-researched solutions (never “quick fixes” that lack a professionally focused analysis & solutions) • Establishing reasonable performance & delivery standards • Delivering on time, every time (“72 hour” response time rule)

16. Working culture based on: • Agility: • Working across departments in a “partnering mode” • Building bridges to different departments • Working without borders (no-silos) • Tearing down “communications barriers” • Developing genuine bonds & trusting relationships with other people • Eliminating HR’s “traffic cop image” (“partners” rather than policy enforcers)

17. 3. Talent Management • Succession Planning (back-ups to key leadership positions) • Performance Management (appraisals); asking employees . . . • Did you & your boss establish FY07 expectations (goals)? • Have you & your boss had a FY06 mid-term evaluation discussion? • Do you know we eliminated the #1-#5 ratings system? • Do you know that your merit increase is TOTALLY dependent upon your “results”? • New Performance Appraisal Form (on the WR Intranet) • Performance Appraisal Workshops for Leaders • Leadership Development Workshops

18. InterAction ManagementLeadership Development Workshops • 5 Key Principles • Maintain or enhance self-esteem • Listing & respond with empathy • Ask for help in solving the problem (engagement) • Share thoughts, feelings & rationale (coaching) • Providing support without removing responsibilities (delegating) • 5 Step Agenda (virtually any meeting) • Open • Clarify • Develop • Agree • Close

19. InterAction ManagementLeadership Training • 35 leadership modules to choose from • Examples: • Foundations for effective interactions • Coaching for Success • Coaching for Improvement • Conducting corrective action discussions • Leading through vision • Making decisions • Managing change • Delegating • Inspiring others

20. InterAction Management Materials • Produced by Development Dimensions International (DDI) in Pittsburgh • For many organizations: IM is their “foundational workshop” for ALL managers • A “flag-ship course” for ALL managers

21. InterAction Management • Inter-actingby communicating effectively • Inter-actingin personal relationships • Easy to learn methods & procedures • Skill-based learning; in a laboratory environment

22. InterAction Management • Will it work at World Relief? • Can it be Grant Funded? ($300 per person) • 6 modules, 4+ hours each (= 24 class time hours) • Monday, Wednesday, Friday • Pilot program in Baltimore & USA Hub Office

23. Another Leadership Workshop • Performance Appraisal Workshop • 1 full day • Same learning format as InterAction Management • Provide skills in: • Conducting Appraisal Meeting • Establishing annual performance expectations (goals) • Resolving poor performance issues

24. 4. Volunteer Resources Department • Partnering with Field Offices • Creating a Pull system (vs. Push)

25. “Deputized Worker” • Relatively NEW volunteer strategy • Partnering with Church Relations Mgr.& US churches • “Volunteer” raises own funds • Pay • Benefits • Relocation & travel

26. Church Relations Mgr. & VR’s Concerns: • Who & how many volunteers working in field locations? • Churches place teams directly with Field Offices • How many volunteer hours does each US Hub Office generate? • NEED: Centralized Information System • Data used as an essential donor marketing tool (How you can assured of receiving the best results from the money you donate?) • How can WR effectively respond in emergency & security situations? • Need accurate head counts (financial reporting): • All church teams, volunteers, deputized workers

27. 5. Security & Stress Management • People In Aid’s principle #7 • Health, safety, security & stress management • Holistic approach to Field Employees’ needs • Emergency Management Team 24/7/365 • Currently recruiting Security Manager • Member Care focus: • Pre-deployment physical • Pre-deployment emotional assessment & stress management • Post assignment assessment • Critical incident assessment & treatment

28. 6. Payroll; Time & Effort • New Web-based Payroll System • Ceridian (fully automated; on-line access) • Critical to Grant Management record keeping requirements • Required by US State Department & USAID • Transferred payroll to Finance Department

29. 7. Domestic & International Comp & Benefits • Currently conducting wage surveys • Streamlining job titles (classifications) • Developing USA Comp Plan • Need “indexing strategy” for Internationals • New international medical insurance plans

30. 8. HR’s Next Steps? • Continually participate Best Practices surveys: • Remain active with AERDO group & other networking sources • People In Aid implementation in January • Generate action items from World Relief’s previous best practices surveys for follow-up: • Start turning ideas into realities • Prayer is our source of strength • The Lord wants HR servant leaders!!! • “Hope” (by itself) is not our strategy

31. “Hope” is NOT a strategy! • Hope is NOT some vague concept! • Hope is NOT something to wish for! • Hope is only effective when we put our feet into ACTION • We must get busy; . . . doing God’s work • We are compelled by our love for Jesus to: • Put our Christ-like servant values into action • Be humble, Kingdom building workers

32. Questions?

34. Survey Respondents • CARE • Christian Children’s Fund • International Justice Mission • Lutheran World Relief • Mercy Corps • Northwest Medical Teams • Save the Children • World Concern • World Vision • Catholic Relief Services

35. Shared Policies & Surveys • Compassion International • Concern Worldwide • International Aid Sweden • Med Air • Shelter for Life • Tear Fund UK • World Vision • ORC • Personnel Coop

36. Conferences • ORC • Personnel Coop Roundtable • People in Aid 8th Annual Conference (June)

37. 7. Vehicle Safety & Security • WR’s new Auto Policy on Intranet: • Safety issues & guidelines for drivers • Security issues • Insurance coverage protocols must be followed