Word is out about the super tight job market. With unemployment hovering around 4% in Washington State, it seems like everyone should be able to get hired. But many have applied for a job, felt totally qualified, but somehow didn’t get called back for an interview. What happened?
Like it or not, employers can still pick and choose employees. Most good jobs get several applications, and great jobs are still highly coveted. At CIS, we train people for many positions, so lack of experience is not a deal-breaker. Once we ensure each applicant meets some basic requirements, we assess the less tangible qualities.
CIS has been on a growth trajectory for a while (Is 18 years “a while”? Because that’s how long we’ve been growing). So, we’re always looking for new employees to add to the team. Our agency offers community care for individuals with developmental disabilities who also have serious behavioral issues.
Since we’re a social services agency, we may have different requirements than, say, a fishing crew. Still, when it comes to organizations that are working or interacting with people such as medical field, sales, manufacturing, customer service, etc., people skills are essential, so there is a lot of overlap in desirable staff qualities.
We train our employees and pay for them for it and to get the necessary state certification(s). Some simple requirements right up front – at least 18 years of age, valid driver’s license, and pass a background check, but after that, it’s up to us to figure out who to hire and who will be a good fit with our community care agency.
There are a couple of qualities that are especially important to us and likely to a lot of other companies as well.
Empathy
I often say that most people have a leg up in the world. Many have education, intelligence, health, friends, and a good family. Most of us were dealt a pretty good hand. But the clients we support have been battling against disadvantages their entire life. All of our clients have developmental disabilities. Many also have mental health or medical issues. Some have been significantly abused. Others have been homeless at one time or another and lack a supportive family and good friends. In short, they don’t have a leg up.
It’s imperative that each of our employees is empathetic. They need to be able to understand the feelings of a client, even if those emotions are very different from their own. We often talk about meeting people where they are. Meeting people where they are is about acceptance without judgment. Because our staff will work with clients with developmental disabilities and a history of behavioral issues, empathy is critical.
Confidence
When I train new employees, I consistently come up against one big challenge: lack of confidence. It’s not a lack of confidence in their professional abilities (they’re learning, after all). It’s a lack of confidence in their ability to learn.
Yes, many people make the leap and believe they will eventually get it. But some people have a hard time envisioning themselves as fully-trained. Their lack of confidence starts chipping away at their motivation and their ability to learn new skills.
While everyone has value, people without an innate sense of confidence may have genuine difficulties fitting in at CIS. Our employees must be able to provide care for others, make daily decisions, and help our clients succeed. Without good self-confidence, that’s very difficult.
Desire to do Meaningful Work
Many of our employees come to us from different fields. We have people from healthcare, retail, banking, military, and the lumber industry – to name a few. The people who do best at CIS are those who love their work. I like to think that is because it has real meaning. Some folks come to us after they retire, looking for a way to give back. Others are burnt out by running cashiers or managing restaurants.
No matter what their previous job was, if they do their job at CIS well, it’s work that feeds the soul. Many find that they wake up knowing they are needed and valued. They go to bed knowing they did their part to make the world a little better today for someone who otherwise might not have had that positive experience.
While every job might not offer spiritual fulfillment, businesses can create an environment where employees see their purpose in making the world a better place for others.
Friendliness
I’m sure there are jobs in which friendliness is not always an asset, but I don’t know if there are jobs in which friendliness is never an asset. Being kind, pleasant, and acknowledging others unbegrudgingly is a good way to go through life. And it’s also an important trait for our employees.
I believe that you get what you give in life. If you want to be treated kindly, you must be kind. If you want to have a pleasant day, you must be pleasant. If you want the world to treat you with dignity, you must treat others with dignity.
Conversely, anyone lacking these qualities cannot interact with our clients productively. They can’t contribute to a thriving milieu, won’t help build office morale, and won’t be a good fit in our systems or processes. So, we don’t hire them.
Positive Attitude
Nobody wins all the time. No one has a good day every day. But it’s essential for our team to believe that the world can get better, that good outcomes are possible, and that a few setbacks are not the end of the world. Tomorrow is another day after all…
In any job, a positive attitude improves the work environment. The belief that good work will eventually produce positive results is essential to employee motivation. Conversely, people with uncertain or negative outlooks can pull a team down, chip away at confidence, and generally wreck morale.
Our team is staffed with people who believe the cup is half full. Our collective positive attitude is one of our strongest assets. Our team members face real challenges, but they don’t let it get them down for long. Collectively, we shore people up, work on challenges, and reward successes.
Creativity
At CIS, creativity isn’t about painting or music or art – although it can be (we do have a monthly art class for the clients). It’s about the ability to solve problems in new ways. It’s about questioning the process and developing better ways to get the job done.
Creative thinkers look at new ways to meet any challenge. They’re also more willing to learn additional skills, fill in for other employees, explore other positions, and grow professionally in new and unplanned ways.
We love creativity at CIS and look for it in every new employee.
Curiosity
I have always disliked the saying, “Curiosity kills that cat.” I think that curiosity doesn’t kill the cat; it gets the cat what it needs.
Curiosity and creativity are admittedly two sides of the same coin. Curiosity enables employees to explore all angles, learn new skills, and try different approaches.
For example, one employee spent extra time trying to figure out why a client hated her new microwave. Finally, after many questions and observations, she saw that it worked quite differently than the old microwave, and her client was too embarrassed to admit she didn’t know how to work it.
Curiosity enables our staff to see, watch, experiment, and explore. Each client is very different, so one size rarely fits all. Curiosity also drives employees forward. Instead of shrugging their shoulders and thinking, “that’s the way it is,” they search for an answer, look for the reason why, and seek out the story behind the story.
What Skills are Important to Your Organization?
Now that you know what’s important to CIS, I’d love to hear from you. Which skills are critical to your firm’s success? What do you look for in employees? Every company is different, but I suspect we’re all more alike than we know.