Human Resources Recruiting Helpline

Topics: Recruitment, Human resource management, Telephone Pages: 6 (1690 words) Published: March 9, 2014

Paris School of Business

Recruiting Helpline Counselors: Dilemmas in Validation
Human Resource Management

Recruiting Helpline Counselors: Dilemmas in Validation
I. Identify and analyze the symptoms and problems that the ‘Carers’ face and offer recommendations for their solution. II. Based on the information given in this case study, conduct a speculative job analysis and prepare a job specification on what being an effective volunteer telephone counselor entails and which attributes you feel as necessary prerequisite. III. Based on the job specification you have prepared for question II, prepare a job advertisement for the recruitment of telephone counselors.

I. Identify and analyze the symptoms and problems that the ‘Carers’ face and offer recommendations for their solution by using the medical approach. The Carers is a free 24-hour counseling service that offers advice to people seeking help in the UK. It is a non-profit organization financed by public donations, thus it is very important to minimize overhead costs and use their capital efficiently. The organization is made up of volunteer counselors who offer their time and services to help the clients in need. However, The Carers is currently experiencing some Human Resource issues. Management has identified that there is 27% wastage through training, more than 50% turnover of qualified counselors in two years, and only 6.25% of calls are being answered. The Carers has invested £186,000 on training over a two-year period, from which £105,000 has been a squandered expenditure due to the amount of recruits who do not complete the 10-week training program. In the same way, many of these volunteers quit within the same timeframe, consequently complicating the telephone service availability. Inadequate workforce planning, recruitment, and selection process have caused these issues. Carole Jones is the Director for Human Resources at The Carers. She failed to develop a clear job definition that entailed the necessary skills and time specifications for the counseling volunteers, resulting in poor workforce planning. Carole did not conduct a proper job analysis before posting the publicity campaign to recruit volunteers for the organization; hence, the advertisement engaged a very wide range of people. Counseling requires a specific set of behavioral skills. Counselors have to be empathetic, tolerant, good-listeners, respectful, and non-judgmental. These weren’t identified in the advertisement, which failed to convey the minimum requirements and ultimately attracted unqualified candidates. Carole believed that ultimately any poor candidates could improve through training and development. The Carers didn’t calculate the monthly counseling shifts correctly, at first they only asked for 8 hours per counselor, however, if you considered briefing periods, it summed up to 15 hours per month. The organization wasn’t forecasting the needed candidates to keep the telephone service available on a 24-hour basis. Regarding recruitment and selection elements, Carole was biased in her selection for interviews; she preferably chose candidates based on “caring” professions, such as teaching, nursing, and social workers. She also prioritized based on their time availability, and failed to focus on the qualifications of the candidates. When recruits were interviewed, the interviews were unstructured and made up of casual conversations and they failed to include key questions, which could provide further insight to the recruiter about the candidate’s personality. After interviews were conducted, no evaluation for interview results took place, Carole usually made up her decision based on her previous experience and intuition. Since no validation period was necessary, candidates were called quickly after the interview. These circumstances were obviously not certifying the best personality-job fit, once volunteers were hired and found out...
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