How to Improve Candidate Quality with
Reference-Checking
Betty Ann Gwatkin
VP, Human Resources
Northeastern Vermont Regional Hospital
&
Michael Bartkus
Vice President - SkillSurvey, Inc.
What is the Problem?
What is the Problem?
• Most candidates do a nice job presenting themselves during
interviews
– All are team players
– All show up for work and don’t text, or sit on Facebook all day
– Most are ethical and always do the right thing
• Most candidates are well rehearsed in the question/response mode
– Books, job seeker sites
– Experience interviewing all the time
• What happened to old fashioned reference checking?
The Art of a Reference Check
• Historically
– One of the most important steps
– Hiring managers talked to previous managers
• How are they day to day?
• Nuances?
• What challenges do they have and what can I do to make them A+ players?
• The new millennium
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Legal issues
HR cracks down and bans reference checking
Outsource the process – check the box
Phone mail tag, email tag, phone mail tag, days and days of time.
Impact of a Bad Hire
• Bad Hires have an Impact
• Varies by organization and by job role
– Hard dollar cost – base salary, benefits, on board training, exit costs
– Internal team turmoil
– Customer satisfaction
– Compliance (HR and Finance as examples)
• For Sales roles
– Cost of lost revenue
– Asset is time – time is lost forever
A Unique Way to Look at Reference Checking
1 minute
5 minutes
2 seconds
10 minutes
From Candidate Perspective – Today’s Approach
Phone interview
I’m a Team Player
Face to Face
Recruiter
Candidate
I interview well
Resume
Personality / Behavior
Assessments
I’m terrific
I work really hard,
weekends too!
From Reference Perspective – Today’s Approach
Phone interview
He’s a Team Player
Face to Face
Recruiter
Reference
He works hard
Resume
Personality / Behavior
Assessments
He’s terrific
I would hire him again,
yes!
A New Perspective – The New Paradigm
Phone interview
Work Ethic
Dependability
Face to Face
Integrity
Recruiter
Resume
SkillSurvey Pre-Hire 360™
Teamwork
Personality / Behavior
Assessments
Personality
References
Interpersonal Skills
Northeastern Vermont Regional Hospital
Betty Ann Gwatkin
VP, Human Resources
Northeastern Vermont Regional Hospital
• Background on our Organization
– A 25-bed community, not-for-profit, acute care, critical access hospital located
in historic Northeast Kingdom
– The only hospital in Vermont designated as Baby Friendly™ by the United
Nations
– Approximately 200 hires per year
– “People are our greatest asset at NVRH. Our employees are valued for their
caring, compassion, knowledge, skills, and expertise.”
• History of Reference-Checking at NVRH
– Requires 2-3 references
– Recruiting team performed the reference checks
– Process was time intensive with minimal value being derived from the
information collected
Northeastern Vermont Regional Hospital
• Goals in seeking a new way
– Efficiency
• Eliminate phone calls, reallocate that time elsewhere
• Speed up turnaround of the reference check process
– Better quality information
• On-boarding and new hire development ideas
– Improve quality of hire
• Avoid potentially bad hires before we make them
• Why SkillSurvey?
–
–
–
–
12 years of experience
Proven track record of measurable results
Science (validated surveys and EEOC compliance)
Ease of use
Results – Past 12 Months
Results – Past 12 Months
Results – Past 12 Months
Results – Past 12 Months
Results – Past 12 Months
Business Impact
•
•
•
•
10.3% of Candidates Scored Medium Low or Lower
87.1% of References Responded!
And in .72 Business Days
4.28 References Responded per Candidate
Sample Reports
Candidate #1 – Validated
(high scoring)
Validated Candidate
Validated Candidate
Validated Candidate
Validated Candidate
Validated Candidate
Validated Candidate
Validated Candidate
Validated Candidate
Candidate #2 – Developmental Needs
(lower scoring)
Candidate with Developmental Need
Candidate with Developmental Need
Candidate with Developmental Need
Candidate with Developmental Need
Candidate with Developmental Need
Candidate with Developmental Need
Candidate with Developmental Need
Candidate with Developmental Need
How Does it Work?
Michael Bartkus
Vice President – SkillSurvey, Inc.
1 minute
5 minutes
2 seconds
10 minutes
Enter Candidate Data
Step 1a: Select Survey
Send email
to candidate
Survey Availability
Job Level ►
▼Job Family
General
EntryLevel
Hourly
Clerical
Professional
Supervisor
Manager
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Sample Libraries: Sales, IT, Customer Service, Healthcare, Finance, etc
Sample Libraries: Finance, IT, Customer Service, Healthcare, etc
Other Libraries: IT, Customer Service, Healthcare, Finance, etc
Other Libraries: Customer Service, IT, Healthcare, Finance, etc
Other Libraries: IT, Customer Service, Healthcare, Finance, etc
Step 1a: Select Survey
Send email
to candidate
Step 2: Candidate Enters References
From: Your Company Name Recruiting
Sent: Thursday, June 6, 2011
To: Patrick T
Subject: Your Company Name Selection Process Information
Automated Email From
Recruiter to Candidate
Explaining the Process
Dear Patrick T,
Thank you for your continued interest in the Major Account Sales position with your co name. As already
explained to you, a critical step in the selection process is reference checking. org name uses web-based
reference checking for this purpose.
Please click on the link below. It will open a web page where you will input your reference. You will also
be able to review a sample of the questions being asked and the email that will be sent to your
references. Your references will be emailed a reference survey and their responses will be submitted
directly back to SkillSurvey. No one will see your references' individual responses because all responses
are electronically aggregated together to produce one summary report.
Note that all references will be responding as individuals, not as representatives of any company or
organization.
Please click on the following link (URL) to begin: http://eref.skillsurvey.com//CandidateUtilities/EOC.aspx?
Step 2b: Candidate Inputs References
Step 2c: Candidate Confirms References and Signs Legal Waiver
Proof of Consent
“…I hereby release any such
person, their company, and any
affiliated officers, directors,
agents, and employees from any
and all claims I may have arising
out of the disclosure of such
information…”
Step3a: Automated Email Sent to All References
From: Patrick T
Sent: Thursday, June 6, 2011
To: Scott Davies
Subject: Patrick T Reference Request
Dear Scott Davies,
I am pursuing a professional development opportunity and I'd like to use you, as well as several other individuals, as a
professional reference. All you need to do is complete a short (less than 30 questions), confidential, web-based survey
regarding my skills.
No one will see your individual responses because the system averages the responses from all of my references together
to produce one summary report. To further ensure confidentiality, no report will be produced unless at least 3 people
respond.
Please note that you will be responding as an individual, not as a representative of any company or organization. Also, I
have executed a legally binding agreement that releases you as well as any organization with which you are now affiliated
or have been affiliated in the past, from any potential liability for providing this information.
The process is quick and easy. Please click on the following link to begin:
http://eref.skillsurvey.com/SS.WebUI/RefSurveyDetails.aspx?
If you have any questions, you can email me at patrickt@gmail.com.
Thank you for your time,
Patrick T
Step 3b: References Receive Automated Email
Dear Scott Davies,
Thank you for taking the time to respond to Patrick T’s reference request.
Before you take the survey, please take a moment to review the information in
the form below. If any information is incorrect, please select the appropriate
field and make the desired changes. When you are finished, click the continue
button at the bottom of the page to save your changes and access the
reference survey.
The Surveys: Job-Specific, Behaviorally-Based Questions
Job-Specific, Behaviorally-Based
Would you like to learn more about job openings at Your Co name?
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SkillSurvey Goes Mobile
SkillSurvey Mobile
• On-the-go access anytime, anywhere
• Use your iPhone, BlackBerry, Droid, or Windowsenabled Smartphone
• No hassle for recruiters, candidates, or references
Candidate Comparison Report
Business Intelligence Dashboard
Quick Startup and ROI
• Solution up and running in less than 2 hours
– Setup, training, launch
• No need for IT involvement
• Not a long and complex project
• Provides a quick and easy “win” for recruiting and HR
Questions / Discussion
Betty Ann Gwatkin
Northeastern Vermont Regional Hospital
b.gwatkin@nvrh.org
419-557-6826
Michael Bartkus
SkillSurvey, Inc.
mbartkus@skillsurvey.com
215-493-0110
Clients