1. Interview, employ and incentivize: Building a successful team in Donor Recruitment Lisa Ellington Manager, Donor Recruitment

2. Began operations in 1975  16-county region  80 hospitals  Collected 46,602 Gulf Coast Regional Blood Center 2009 Goal of 320,000  25-county region  170+ hospitals & facilities  Collected 314,194 in 2008

3. Donor Recruitment  5,500 mobile drives per year  Average unit goal of 15,000 per recruiter  Approximately 125 accounts per territory  Average drive size of 28 units

4. Donor Recruitment Director Donor Recruitment Manager - Outside 14 Account Reps 1 Hospital Recruiter Donor Recruitment Manager - Inside 12 Account Reps 1 Assistant 1 Mktg. Data Analyst Donor Recruitment Support Manager 2 Supervisors 7 Support Staff Administrative Assistant

5. Interview, Employ and Incentivize  Use questions, candidate presentations and behavioral tools when interviewing.  Manage employees to build accountability and exceptional performance.  Create an incentive plan that promotes a stable blood supply while rewarding your employees.

6. INTERVIEW: Use questions, candidate presentations and behavioral tools when interviewing.

7. Overcoming Challenges Limited sales and marketing candidates Advertise using ‘out of the box’ methods. Use a well-written job description. Hire a recruitment firm. Interview

8. Overcoming Challenges Advertise using ‘out of the box’ methods Sales websites such as American Marketing Association. Local newspapers. Networking through local Chamber of Commerce. Interview

9. Overcoming Challenges Use a well-written job description … looking for outgoing professionals who are team players and success-driven to join our Donor Recruitment department. …responsible for cultivating and maintaining accounts of donor groups. …this is a unique sales opportunity that requires refined communication and relationship building skills, event planning to ensure your blood drives are successful, and territory management to schedule blood drives that maximize donation opportunities. Interview

10. Overcoming Challenges Hire a recruitment firm. Offers a larger data base of qualified candidates Assists in the screening process to save time Interview

11. Overcoming Challenges Identifying the best candidate Ask questions to reveal important facts. Listen to candidate’s questions. Request a second interview for candidate to role play and handle objections. Interview

12. Questions to Candidate  How were you measured in relation to goals and were you successful?  How do you handle conflict? Give an example.  What do you expect from a manager? What is the best way to manage you?  Tell me about a time when you had to work as a team to accomplish a common goal. What was the outcome?  Tell me about a situation where you were creative in solving a problem or meeting a goal. Interview

13. Questions to Candidate  How do you establish a working relationship with new customers? Describe your sales process.  Give some examples of your public speaking experience.  This is a field position with minimal supervision. Give examples of how you would organize your day. What do you do to motivate yourself?  What strengths do you bring to this position?  What skills would you like to develop in the future?  Describe your understanding of this position. Interview

14. Questions from Candidate  What are your expectations for this position?  Explain the current representative’s success rate.  Why is this position available? Explain your rate of turnover.  Is there a training program and how long is the training period?  Explain the opportunities for career growth. Interview

15. Red Flags Candidate’s Responses  Did not have a specific goal  Has not managed a geographic territory  Does not prefer to be micromanaged  Does not have a good understanding of job requirements/just wants the job  Has not researched the company Interview

16. Red Flags Candidate’s Questions  Do I have to come into the office?  Are cold calls mandatory?  Are there any weekend requirements?  What is the pay/bonus/vacation time/holidays/etc.  Is there a lot of paperwork/daily sales log? Interview

17. Candidate’s second interview Candidate reviews website prior to interview. During role play, candidate gives presentation to new donor group and requests to schedule blood drive. Interviewers provide objections to identify candidate’s abilities. Interview Handling Objections

18. Objections for Candidate  I would have blood drives but I don’t have management support.  Blood drives waste too much time.  I am afraid of needles and I know others are too – I know many people wouldn’t donate blood.  We would have a blood drive if we knew someone that needed blood, we will wait until then.  We will think about it and get back to you. Interview

19. Behavioral Tools The Predictive Index is a behavioral tool that can be helpful in identifying a candidate’s likeliness to fit your job description. Tools such as this can uncover things about your candidate that an interview may not. Interview

20. Predictive Index Interview

21. EMPLOY: Manage employees to build accountability and exceptional performance.

22. Management Challenges  Morale  Employee Retention  Accountability  Goal Achievement Employ

23. Building Accountability  Schedule blood drives a year in advance.  Manage employee to be prepared for success rather than reviewing at months end to reprimand employee on what they did not do.  Maintain booking expectations so they are ongoing and achievable (30 days = 115%; 60 days = 100%; 90 days = 90%).  Work with each employee on a regular basis to promote on- going training and morale building.  Provide reward and recognition each time it is earned as well as monthly, quarterly and annually. Employ

24. Focus on the Activity Manage employees based on performing the activities required to be successful.  Dedicate adequate time on the phone to keep the pipeline full.  Train donor groups to conduct a successful blood drive.  Plan based on the territory – not only the month. Employ

25. Recognize and Reward Provide opportunities to exceptional employees.  Offer Senior Account Representative position.  Appoint a team captain each week.  Recognize each good deed and give public recognition. Employ

26. INCENTIVIZE: Create an incentive plan that promotes a stable blood supply while rewarding your employees.

27. Incentive Plan Focus on activity that promotes successful blood drives.  Educating and motivating donor groups  New and reactivated groups  Exceeding unit goal  Drive efficiency Incentivize

28. Incentive Plan Keeping track for monthly incentive payment  Assign points to each activity.  Monitor points on weekly basis.  Motivate with extra points when needed. Incentivize

29. Inside Account Representative Education and Motivation  Volunteer request  Speaker’s Bureau request  Training committee  Online scheduling presentation  Automation presentation  Group Program presentation Incentivize

30. Inside Account Representative New and Reactivated Groups  New groups  New groups each level movement  Existing groups inactive for one year Incentivize

31. Inside Account Representative Exceeding Unit Goal  At unit goal  Every 25 units over goal Incentivize

32. Inside Account Representative Drive Efficiency  55% Efficiency  Each percentage point at or above 56% Incentivize

33. Incentive Payment 1 st level of points$600.00 2 nd level of points$900.00 3 rd level of points $1,100.00 Incentivize

34. Inside Account Representative Incentive Plan Incentivize

35. Outside Account Representative Incentive Plan Incentivize

36. Outside Account Representative Incentivize

37. MEASURES OF SUCCESS

38. Number of drives Focusing on activities that promoted successful blood drives helped to increase the total number of drives by 15%, with 731 more drives in 2008. Measures of Success

39. Education and Motivation With efforts being placed on educating, training, and motivating donor groups; 1,005 more incentive points were earned in 2008, which was an increase of 47%. Measures of Success

40. New Donor Groups The number of new groups hosting drives increased by 12% with 458 groups added in 2008, resulting in 50 more new groups than in 2007. Measures of Success

41. New Account Level Movement Drives As new groups hosted their first drive, they were also encouraged to schedule more drives throughout the year. In 2008, 378 drives were held, an increase of 84% over the prior year.

42. Measures of Success Reactivated Account Drives Drives from donor groups that had not hosted a drive in 18 months or more were increased by 16% with 318 drives.

43. Measures of Success Drive Efficiency Drives that were between 80% and 120% efficient increased by 4.4% from 52.4% in 2007 to 56.8% in 2008.

44. Measures of Success Planning Sessions Account Representatives performed an average of 480 planning sessions per month in 2008 for an increase of 111%.

45. . Outcome of a Successful Incentive Plan  Increased morale  Improved retention rate  Change in philosophy of accountability  Goal achievement  Stable blood supply Measures of Success

46. 2007 –Recruiters exceeded department goal 6 of 12 months –Goal accuracy at 98.5% –171,419 Units collected 2008 –Recruiters exceeded department goal 10 of 12 months –Goal accuracy at 103.5% –182,407 Units Collected Measures of Success 2007 vs. 2008 Goal Accuracy – 5% increase 10,988 units – 6.4% increase

47. Building a good team begins with the interview. Keeping a good team depends on how the team is managed and incentivized. Focusing on activities that promote successful blood drives results in stronger relationships with donor groups, increased mobile blood collections, and employees that feel appreciated. Measures of Success

48. Question/Answer Session