10 Questions to Ask an Outplacement Provider - Putting the "Human" Back in Human Resources
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W H I T E PA P E R Putting the “Human” Back in Human Resources: 10 Questions to Ask an Outplacement Provider
In HR, you make difficult decisions all the time.
Some of the most difficult choices you have to face are when layoffs are necessary.
What’s the best way to handle the delicate balance between doing what’s best for
the company, and doing what’s right for your former employees? And how do you
work to protect your company’s image and brand now that your laid-off employees
are sharing news of their layoff all across social networks? Is there anything that can
be done from an HR perspective to protect all the parties involved?
One benefit you can provide to your displaced workers is an outplacement solution.
The very gesture of helping laid off employees find new jobs creates a sense of
continued corporate loyalty—even after the employee has been laid off. However,
selecting the best one to meet your individual needs can be a challenge—unless
you have a specific goal in mind, and know what to ask when you’re trying to find
the right solution. Follow this guide to make the most of your conversations with
outplacement companies, and decide, from the answers you get, what would be the
best solution for you.
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
2
Most outplacement firms offer At the heart of that type
1 basically the same services; they
vary widely in the philosophy and
outplacement program is a
popular online model that enables
business model. It’s important to employees to get a consistent level
What do have a solid understanding of this
changing and growing industry
of service, no matter where they’re
located. With a web-based person-
outplacement so that you can level-set your
expectations with such firms,
alized job portal, and virtual
support from an industry profes-
solution and you can also educate your sional, employees can feel “taken
employees about what they care of” after a layoff—and not
companies do? should expect when you offer have to incur the expense of travel.
What don’t them outplacement services.
“My transition specialist was highly
they do? Outplacement solutions help effective as well as diplomatic and
laid-off employees find jobs. How supportive,” said RiseSmart Transi-
do they do it? Outplacement tion Concierge client Sandra Perry.
companies work with displaced “He unerringly identified flaws and
employees, either individually or in gaps, pointed out what needed to
a group setting, and help prepare be done, and shared relevant
them for the job search. They experiences. In addition, he went
provide training, resume services, out of his way to respond to
classes, seminars, and webinars questions and offer suggestions. I
on a variety of job-search related not only learned to trust him, but
topics such as how to deal with also developed great respect for
difficult interview questions, how his expertise.”
to tailor a resume to a job posting,
how to use social networking to In the eyes of your transitioning
find a job, how to network with employees, your organization is
associates, how to write custom- reflected in the quality and
ized cover letters, and more. effectiveness of the outplacement
you provide for them. That’s why
Outplacement solutions do not it’s so important to choose a
find jobs for people. They don’t solution that offers a quality and
“place” employees into jobs. You service level that matches your
and your employees should not own employment brand.
mistake an outplacement firm for
a recruiting agency, and they do
not do the work for the employee.
Their value comes, however, in
education, counseling, and provid-
ing job leads. The newest method
for communicating with each
employee and tailoring the job
search to every individual is
through advanced technology.
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
3A cornerstone of every outplace- and bore her signature—which
2 ment solution is resume services.
Traditionally, “resume services”
she says she never saw.” However,
today, because resumes are so
in the outplacement world has personal, and their delivery is
What do you meant sending displaced employ-
ees to group workshops on how
almost 100% online, some compa-
nies offer higher levels of service.
mean when you to write resumes, or providing a
templated, computer-generated Other companies offer a critique
say you offer resume. This “one-size-fits all” of the employee’s existing resume,
approach is often ineffective, and offer suggestions for layout
resume services? and produces less-than-desirable and for optimizing it for computer-
results. According to a Wall Street based keyword searches. Still
Journal article, mass-produced, others provide a complete consul-
canned “plug in” resumes have tation with a Certified Professional
hindered job seekers. One out- Resume Writer, who then works
placement client, the article collaboratively with the former
reports, had her resume “sent to employee to create an entirely
a prospective employer with a new resume and cover letter.
cover letter that included a typo
It can be devastating to lose a job, core competencies, no matter
3 and that’s why some outplace-
ment companies offer immediate
what they tell you. It’s someone
else’s job to do that; a qualified
grief counseling. Think of your counselor or therapist. That’s not
What sort of goals in contracting with an
outplacement company. Are you
what outplacement companies are
for. Outplacement exists to help
counseling do trying to help your former employ-
ees feel better about having lost
clients find a new job. If they’re not
doing that, but rather spending
you offer? their job, or do you want to help your money to do something
them get back to work and get on they’re not qualified for, you’ve
with their lives? You might have hired the wrong service.” Here are
different goals, so it’s best to ask the types of counseling outplace-
about specific levels of counseling. ment firms offer, and how they
compare:
“There’s no question about it.
Some clients need grief counsel- Grief Counseling vs. Career
ing,” said Karen Stevens, SPHR, Counseling
Director, Client Services, RiseSmart. Some outplacement services offer
“Losing a job is an emotional none at all, some offer grief
experience, and they have to learn counseling, and yet others offer
to let go of the baggage and move solid career advice, assigning a
on. But helping laid off workers transition specialist to work
with their emotional issues is not one-on-one with each employee
in an outplacement company’s to determine goals, create a job
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
4search strategy, and provide for transition services,” says Mark
personal coaching to help get Squiers, executive managing
them to their next jobs. Different director, ACS, A Xerox Company.
outplacement services have widely “By eliminating costly traditional
varying philosophies about services like office space and
counseling, so it is imperative that group seminars, which have been
you choose a service whose found to be of low value to em-
offerings in terms of counseling ployees, the focus is on aggres-
match your goals for your exiting sively helping workers find a
employees. Do you want to train new job.”
your former employees to become
better job seekers, or do you want An Individualized Approach
them to get help finding a job One of the most important
quickly? benefits of the online model,
aside from the obvious breaking
In Person Seminars or of the distance barrier, is the
Webinars? individualized attention each
The question remains as to employee receives. Although the
whether you think it’s better to employees may have come from
keep laid off employees together a similar situation—the same
in a group setting, working with company, the same type of job—
an outplacement counselor, or once they have separated from the
whether you believe your company, goals may be very
employees would do better different. A layoff can be an
working individually with a opportunity to explore new
transition specialist who focuses options. Perhaps an employee is
in on the unique needs of each interested in a new field, a differ-
employee. Some of the larger ent industry, furthering his or her
outplacement firms have offices in education, or starting a business.
several cities, and employees must Taking an individualized approach
drive to those cities for in-person, to outplacement lets each
group seminars. Smaller, more employee discover the each new
modern companies have a virtual option with the personal guidance
model that allows them to offer of a career transition specialist
a consistent level of service, who is there to address that
regardless of the employee’s— person’s concerns only.
or the company’s— location.
In the one-on-one model, each
Really effective outplacement transitioning employee is paired
pays no attention to borders or with a transition specialist who is
distance—it’s available online, at already familiar with the job
any time, through a combination seeker’s field, so they already
of online technology and human, “speak the same language,”
one-on-one interaction over the professionally. Often the language
phone, email, chat, or video barrier is broken there as well—a
conference. “This is a new model good outplacement service will
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
5pair a specialist and employee interviews, and so much more.
who speak the same languages in Different companies have varying
general, to help ensure maximum policies about the amount of time
learning and communication. each employee can spend with a
During each session the transition transition specialist, if that service
specialist can do anything from is offered. Find out whether the
help an employee talk through an outplacement company offers
upcoming interview, strategize the transitioning employees unlimited
job search, discuss the pros and one-on-one time with the
cons of various opportunities, specialist.
de-brief on recently-passed
This is the make-or-break question can use the portal as the starting
4 for any outplacement solution.
Some outplacement companies
point for the job search. A well-
designed, state-of-the-art portal
do little or nothing at all to actively includes frequent job postings
How do you help match jobs with employees. The
“job search aid” many companies
pushed directly to each employee,
gleaned from all over the Internet,
employees find provide is little more than a list of
resources—online job boards,
and hand-selected for each job
seeker by career specialists.
new jobs? local career centers, and sugges- Within the portal, the job seeker
tions for networking groups to can also strike out on his or her
join. Other companies might own—looking for similar jobs, and
provide more—and it’s vitally using the portal’s built-in tools to
important for both you, as the research the companies, find social
employer, and the transitioning networking connections within
employee, to understand exactly companies, and with whom to
what that service level is. Here are share jobs, and to make on-the-fly
some options to look into: decisions about the appropriate-
ness of a job by using the portal’s
An Online Portal built-in tools, like salary calcula-
Imagine giving each employee tors, maps, and more.
a centralized place to manage
his or her entire job search. A Web Mining Technology and
personalized, online portal allows Human Filtering
job seekers to log in to see content There are millions of jobs available,
customized to personal career even in the worst of times. But the
interests. Each employee sees web is so enormous; those jobs
relevant and constantly changing could be hidden. No one has
articles, notifications about enough time to find job postings
networking groups in his or her on every company’s web site,
area, and can click directly to links every job board, and every social
about local upcoming career networking site, every day. It’s easy
events. Most of all, the employee to miss the perfect opportunity.
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
6Powerful, effective outplacement mining software isn’t smart
solutions offer semantic search enough to figure out that a
engine that mines the web every “Manager” might be the same as
day and returns relevant job a “Supervisor,” or that a “content
postings that others might not strategist” is also a writer. Semantic
find. The concept of semantic search technology understands
search—that is to say, an intelli- that, and can come up with more
gent search that understands the relevant matches. But just like you
meanings of key words and would never let an automated
phrases and matches them to job system manage your personal
seeker preferences much in the finances without keeping track of
same way other types of online them, you don’t want to let a
relationship services work— computer alone pick out jobs for
can predict with much greater people, either. That takes a human
accuracy the chance the job listing eye, someone who’s trained to
will be a good fit for the seeker. match people with jobs. The
computer makes the first cut, but
No web mining system is perfect, the final matches should come
however. It’s vitally important for from a real person.
you as a buyer of outplacement
services to understand that Look for an outplacement solution
technology alone is not the that combines semantic search
differentiator. with human filtering to ensure
your laid-off employees are
Semantic search is very powerful. getting only the most relevant,
Any service can mine the web best-matched positions, with
using resume keywords, but web no fluff.
Once you’ve selected a provider Executive Services
5 you like, you’ll find that there are
other options available within the
Corporate executives’ unique
needs include reputation manage-
services. Chances are, companies ment. These individuals have been
What other lay off employees at all different
levels—from front line managers
the face of your company, and
even when they separate from the
services do you and executives to entry level staff.
It isn’t necessary to offer the same
organization, they are often still as-
sociated with it. When executives
offer employees? level of service to everyone. So get laid off, other people talk
make sure you get a good idea about it, post online about it, and
what sort of services are available more. An excellent outplacement
to each level—they come at solution will work with you and
different price points, so you won’t with the executives on a plan to
waste money on services a transi- manage the public perception
tioning employee doesn’t need. of those executives, and keep
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
7positive buzz going about both executive level service. While
the individual and the organiza- some of the needs may be the
tion. same—such as learning to protect
privacy online during a job search,
It’s also true that high level execu- how to use social networking
tives have often been with the effectively, and resume updates,
organization for a long time—and the level of service required might
may have no idea how to conduct not be as intense. This is the
an online job search using social category into which most layoffs
media like Linkedin, Facebook, and fall, so be sure the outplacement
Twitter, and, in a high-visibility provider’s standard package
role, there is no margin for error. covers all the basics any employee
Make sure your outplacement would need. Make sure that
source has plenty of experience includes exclusive webinars led by
with public relations, and has industry professionals who can
proven expertise helping top help employees at any level
executives preserve both personal succeed in a job search, and of
and public reputations. course, personalized attention
with a blind eye to job title. Be sure
Multi-level Packages your outplacement provider offers
Newer, less-public facing varying levels of service, but make
employees don’t need such sure, too, that you, too, choose the
in-depth reputation management, appropriate level of service based
so there’s no reason to pay for on each employee.
Can anyone hang out a shingle Certified Professional Resume
6 and call themselves an outplace-
ment service? In theory, yes,
Writers, if you choose to offer
employees resume services. Don’t
they can. But any organization rely on companies that provide
What are your looking to partner with an out-
placement service is going to do
templates, or give ideas to take
home and create a do-it-yourself
qualifications as their homework. Organizations
should choose a provider with a
resume.
an outplacement proven track record of success for Measuring Success
a multitude of companies in It can be difficult to pin outplace-
solution? varying industries. The career ment services on their success
transition experts should have levels. Did participants find a job
a certification as a transition within the allotted program time
specialist, backed up with several frame as a direct result of the
years’ experience in a corporate service? “It’s hard to get accurate
HR department or as a recruiter. data since some clients leave
The outplacement provider should mid-program and others don’t
pair transitioning employees with notify the firm when they land
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
8jobs,” reports the same 2009 Wall those relationships.
Street Journal article. Smaller,
more nimble outplacement “Outplacement clients really like to
companies that work hard to have such personal attention,” said
develop relationships with each Lori Beemer, associate director of
client as individuals don’t have employee relations for the biotech
that problem. In fact, when a firm Gilead. “It’s not only vital to
transition specialist has worked keeping the client engaged and
closely with a client, it’s often the getting the most from the service,
transition specialist that the client but it’s also good for the outplace-
calls first with good news about ment company’s track record.
having landed a job. It’s important When they’ve developed that
to choose an outplacement firm personal rapport, it’s much easier
that strongly believes in building to ascertain specific levels of
such close ties with its clients, success—and when you’re consid-
because they’ll be able to deliver ering an outplacement company,
accurate success rates based on you need that kind of specificity.”
There is no “one size fits all” when it look for an organization that can
7 comes to outplacement solutions. create a multitude of scenarios
for your employees, based on
Providing office space, for location, employee preference,
What sort of example, doesn’t necessarily make
sense in areas where those ameni-
and your price point. Your goal in
partnering with an outplacement
flexibility do ties are readily available, however,
and it would be more of a burden
firm is to help your former
employees find jobs, so choose
you offer? than a benefit to make those one that can do that in the most
employees drive to an office to effective way possible, for the
look for a job. In order to get the most people—no matter where
highest opt-in and success rates, in the world they are.
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
9Typically, participation in an is, to help laid-off employees find
8 outplacement program lasts three
to six months, but it could be
new jobs ahead of the national
average. Naturally, no outplace-
longer, depending on the service ment company can make guaran-
How long does type and level you choose. That
90-120 day range is based on the
tees, because the individual
behavior and engagement level of
the outplacement average length of time Americans
are out of work following a layoff,
each employee is going to be
different, but look for a company
program last, and which currently stands at about that has a solid track record of
six months. helping laid-off employees find
what guarantees jobs in about half the time of the
do you offer? The job of a good outplacement
solution is to beat the odds—that
national average.
Costs are determined based on the on-site to help your HR staff on the
9 type and specific level of service
you choose for each employee.
day of the layoff notification,
provide notification training to
The cost can be different for each your HR staff, either in person or
What does an employee. A good outplacement
solution will conduct a needs
online. You can choose a virtual
solution or an in-person group-
outplacement assessment, and create a quote
based on those needs, the number
oriented package, or a combina-
tion. An outplacement organiza-
solution cost? of employees affected, the length tion should offer basic packages,
of time you’d like for each standard packages, executive
employee to be part of the packages, and custom packages,
program, and the level of and be able to come to you with
engagement you require from an exact price, based on
the outplacement staff. Some a specific number of opt-ins.
outplacement companies can be
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
10To fully understand your ROI, job search process, and when they
10 choose a provider that gives your
organization absolute transpar-
get new jobs.
ency into every phase of the Look for a company that provides
What is my return process. Look for a provider that
gives you access to individual and
this information in an easy-to-
access, easy to use software-as-a-
on investment? group reports whenever you need
them. Understand, however, that
service (SaaS) based platform, so
you and your HR staff can generate
HR privacy laws apply to outplace- ROI reports on the fly. If you can
ment services. It is not possible quickly generate charts that show
to provide specific information outplacement costs verses the cost
about any individual employee of severance and unemployment
in your program if that employee taxes over the full course of the
has indicated that he or she does outplacement program, the delta
not want that information shared. will clearly show a dramatic return
This is a rare occurrence, and when on investment in a tangible sense.
it does happen, that individual’s The intangible ROI, comes in the
information is nonetheless includ- costs saved by preserving your
ed in aggregate reports. For the employment brand, retaining
vast majority of employees in the employees, and maintaining your
program, you should be able to organization’s good name—even
get individual records about each when you’ve had to lay off em-
employee’s key milestones: joins ployees.
the program, engagement levels,
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
11Choosing an
Outplacement Provider:
The RiseSmart Advantage
Layoffs are an inevitable part of every
organization’s business landscape in
today’s marketplace. How an organization
handles the layoffs, both internally and
externally, speaks volumes for its integrity,
and sends a very strong message to the
public about how it perceives its
employees. When the time comes in the
cycle again to hire, your organization
will rank high among the most desired
companies to work for.
One of the best ways a company facing layoffs can gracefully handle the situation is to
engage with an outplacement company that provides a high level of professionalism,
expertise, service, flexibility, cost-effectiveness, and transparency to both the
employees and the organization. The outplacement company should blend cutting
edge high technology and the human touch to bring relevant jobs and job-hunting
training to each employee, and, above all, should treat each employee with
individuality, caring, and compassion. An outplacement solution should be able
to work anywhere, morphing its core program with local limitations, language, and
customs, and must provide a consistent level of high-quality service to every
employee in the program, anywhere, and offer the same type of listening, coaching,
and reporting quality to anyone in the organization that engages them.
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
12RiseSmart Outplacement Options
At RiseSmart, we believe outplacement should be a win-win for both transitioning
employees and the organization. The RiseSmart solution delivers a modern, efficient,
and cost-effective approach to outplacement. Coupled with a caring, personalized
approach that spans its customized, dynamic portal to the unlimited one-on-one time
with a Transition Specialist, RiseSmart is the catalyst that’s bringing jobs to laid-off
employees 50% faster than the national average*. In addition to the individualized,
virtual contact, take a look at what else RiseSmart provides:
• Each employee is paired with a Professional Resume Writer
Resume Services • Resume writers have experience in the employee’s field
• Resume writers create entirely new resumes, cover letters and
social networking profiles
• Employees can interact with the portal or their transition specialist
from the comfort of their own home
Virtual Service • Coaching, mentoring, professional seminars, and job leads are
Delivery delivered online and over the phone
• RiseSmart is not confined by borders or buildings, so employees
get a consistently high level of service no matter where they live
• Transition Conicerge is a complete job search management tool
• Ever-changing, “smart” job search tool that learns each employee’s
preferences and gets smarter with each feedback interaction
• Within 48 hours of joining the program, employees start to get job
Dynamic Portal leads delivered to their Job Inbox
• Employees can research companies, make social networking
connections, attend webinar, keep track of interview, make notes,
check commute distances, and read articles and blogs chose
especially for them
Putting the “Human” Back in Human Resources:
*Bureau of Labor Statistics, May 2011
10 Questions to Ask An Outplacement Provider
13• Up-to-the-minute, relevant content from industry experts
• Content is pushed directly to the portal, based on the employee’s
Easy-to-find preferences—no need to search through libraries
Content
• RiseSmart sends notifications for upcoming local networking
events to employees, so they don’t even have to search
• Employees can share jobs and statuses directly from within the
portal to more than 200 worldwide social media sites
Social Media • Linkedin integration allows employees to check who he or she may
Integration know at a particular company
• Hoover’s integration allows employees to read company stats and
news, all without ever leaving the portal
• Track every aspect of your outplacement program
• Keep tabs on former employee’ progress and generate detailed
Corporate Support reports on-the-fly
• Determine actual dollar return on investment with real-time
analytics
• RiseSmart Client Services professionals keep in continuous contact
with you to address any issues or questions—so you never have
any concerns.
Client Services is
always available. • RiseSmart Client Services is happy to work with you to customize
any service we offer, to ensure maximum satisfaction with the
program, communication, and results.
For more information about RiseSmart,
visit www.risesmart.com or call 877-384-0004, option 1.
About RiseSmart
RiseSmart provides next-generation outplacement solutions to companies
of all sizes. We leverage a common technology platform and proven
methodologies to help corporations with their transition needs—
quickly and cost effectively.
Putting the “Human” Back in Human Resources:
10 Questions to Ask An Outplacement Provider
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