Learning from Employees to Recruit a Workforce Reflecting Our Communities
Worcester Business Journal, Diversity and Inclusion Special Edition | September 4, 2023, wbjournal.com
The Japanese word “Gemba” means “the real place.” At UMass Memorial Health, we go to the Gemba – the place where the actual work happens – to gain knowledge and apply innovative ideas to become the best place to give care and the best place to get care.
A year ago, we used the Gemba to engage in a conversation with our Ghanaian employees (or caregivers, as all employees are known). During listening sessions at our Medical Center, our Office of Diversity, Equity, Inclusion and Belonging (ODEIB) and Human Resources leaders joined other leaders from Housekeeping, Food Services, Environmental Services and Nursing to hear unique perspectives and experiences from our caregivers who are also immigrants.
We asked them if they felt a sense of belonging, of being respected and valued. If opportunities to grow their careers are offered and fostered. We also wanted their suggestions about how to get more great people to come to work with us. Their ideas about improving our relationship with the Ghanaian community are helping to enhance our recruitment and retention efforts.
Listening and learning are at the heart of the ODEIB’s Special Populations Project, focused on people from immigrant communities in Central Massachusetts. Through the feedback gained from our Ghanaian caregivers – feedback that was both concerning and empowering – we have charted a course to change internal operations and strengthen external connections.
In partnership with caregiver Afrakomah Agyeman, the ODEIB, our Talent Acquisition team and the Ghanaian Church of Pentecost in Worcester hosted our first career fair within this community in March. Members of our Workforce Development and Organization and People Development teams encouraged attendees to explore a variety of roles across all shifts at each UMass Memorial Health entity. We were ready with iPads for easy application submission and members of the church’s congregation served as translators, if needed. The high level of engagement on the part of the fair’s attendees was an incredible start, and Talent Acquisition continues to partner with those interested as new roles and programs open.
Other suggestions inspired by the listening sessions included establishing at Church of Pentecost a food pantry, transportation assistance and a free health clinic. The latter has led to the inaugural Worcester Multicultural Community Health Fair, this Saturday, September 9, from 9 am to 2 pm at Fuller Family Park. The Fair – co-sponsored with UMass Memorial Health by the City of Worcester, My Health Matters Inc., the YMCA and the Upper Room Family International Church – offers attendees access not only to health information but also employment opportunities. Our Talent Acquisition team will be ready to greet community members interested in joining our organization, and their presence at the health fair is one example of how UMass Memorial Health recruitment efforts have evolved.
For example, Talent Acquisition responds to a candidate within 48 hours of application submission to help expedite the interview and hiring processes. In-person recruitment events co-hosted with community partners including MassHire, Quinsigamond Community College, Mount Wachusett Community College and Worcester North High School. Recruitment advertising is provided in languages spoken in our local communities.
Fueled by the tangible results of going to “the real place” – the hearts and minds of our caregivers – to improve their experiences at UMass Memorial Health, our Special Populations Project listening sessions continue, with the engagement of our workforce members from the Albanian community next. As an organization focused on the relent- less pursuit of healing – within our own ranks and the communities we serve – we are fortunate to have a diversity of voices as our guide.
Learn more about our 1st Annual Community Health Fair on September 9.