Kerry Norman, the EVP of operations at CHG Healthcare, knows the value of listening. With over 4,000 employees, CHG has boosted its retention rate from 66% to 88% by actively hearing out its employees.
Compared to the industry’s average of 75%, CHG’s retention success is notable. Norman emphasizes their dedication to acting on employee feedback, seeing engagement and retention as natural outcomes of genuine listening.
High turnover rates hit companies hard in the wallet. Research by SHRM suggests it can cost up to a third of a worker’s annual salary to replace them. Norman highlights how CHG has used active listening over the past decade to tailor benefits to employees’ real needs, enhancing satisfaction and retention.
Listening revealed gaps in CHG’s paid time-off policy, especially concerning parental leave. In response, CHG enhanced its benefits, offering fully paid 12-week parental leave plus existing disability benefits for new parents.
Employee feedback also uncovered a desire for enhanced fertility benefits. CHG partnered with ProgenyHealth in 2019 to provide options like surrogacy or adoption. The result? Over 50 employees have welcomed babies with the support of this benefit.
While CHG couldn’t meet every request—like on-site daycare—they offered alternatives. An FSA with employer match assists with childcare costs, and a 15% tuition discount at Learning Care Group daycare centres eases the burden for parents.
Norman recognizes the importance of balance in employees’ lives. Having the flexibility to manage personal and professional realms influences where people choose to work. By supporting both aspects, CHG fosters an environment where employees can thrive both at work and at home.
