Bringing Best Practices, Engagement Programs, and ...€¦ · “Employee engagement” is “job satisfaction” 2.0. A satisfied employee comes to work content each day. An engaged

McLean & Company 1

Bringing Best Practices, Engagement Programs, and

Outstanding Results to HR Departments

McLean & Company 2

Table of Contents

• McLean & Company Engagement Program Methodology

• Spinal Injuries Association's Results:◦Survey Participation

◦Engagement Levels

◦Engagement Drivers

◦Segmented Results

• Spinal Injuries Association's Action Plan

• Q&A Discussion

• Appendix: Statistical Analysis

McLean & Company 3

McLean & Company’s Engagement Program Methodology

McLean & Company 4

Engaged employees perform at a higher level than employees who are merely satisfied

Satisfied employees feel comfortable, and are generally

happy that their needs are being met.

Engaged employees feel energized, passionate, dedicated

and are highly involved with their work and the company.

Characteristics: Characteristics:

Minimum requirements met

Rarely help others for the better of the organization

Generally keep to themselves

Committed to the degree that needs are met

Stay at the organization because of what they get

from it.

Consistently exceed requirements

Highly involved and always help others

Recommend improvement opportunities

Have a sense of purpose and pride in their work

Stay at the organization for what they give to it.

Optimal

Performance

Average

Performance

“Employee engagement” is “job satisfaction” 2.0. A satisfied employee comes to work content

each day. An engaged employee is emotionally connected to their work and organization and exert

discretionary effort for the betterment of the company.

Employee engagement is the degree to which an employee is emotionally connected and committed to their organization and their role, exerting

discretionary effort for the betterment of the organization.

- McLean & Company

“ ”

McLean & Company 5

McLean & Company’s Engagement Program Methodology

Personal Disposition

Emotional Outlook Natural Tendencies State of Mind

Compensation Working Conditions Benefits

Retention Drivers

Engagement Drivers

Employee Empowerment

Development

Rewards & Recognition

Co-worker Relationships

Manager Relationship

Culture

Customer Focus

Company Potential

Department Relationships

Senior Mgmt Relationship

Job

Engagement

Organizational

Engagement

Overall Engagement

Manager

Trust

Senior

Mgmt Trust

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Employees can fall into one of four categories when it comes to their engagement level

4 Levels of Engagement

Engaged

Almost

Engaged

Indifferent

Disengaged

• Sense of ownership, passion, purpose and pride in the organization.

• Energized, enthusiastic and self-motivated.

• Considers the organization’s objectives over or equally to their own.

• Generates ideas and exerts discretionary effort to better the company.

• Leads and participates in organization and team events.

• Volunteers to take on extra tasks.

• Feels a sense of satisfaction and commitment to the organization.

• At times, motivated to go the extra mile.

• Considers the organization’s objectives and their own objectives equally.

• Participates in organization and team events.

• Sometimes volunteers to take on extra tasks.

• Does not feel a sense of purpose or pride in their work – it’s “just a job.”

• Puts in sufficient time to meet minimum requirements.

• Typically considers their own objectives and interests before the organization’s.

• Apathetic to work-related issues or events.

• Typically does not volunteer to take on extra tasks.

• Has little care for their job or organization. May not openly show dissatisfaction,

but their attitude is negative, affecting their work and peers.

• Does not meet requirements. Puts in time, but not effort.

• Disinterested in organizational objectives. Is focused on personal gains.

• Does not participate in organization or team events.

• Appears “checked out.” Complains about their role, the organization, their

manager and peers.

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Interpreting the Results

1 2 3 4 5 6

• McLean & Company has standardized on a 6-point scale for data collection.

• Respondents indicate their level of agreement to a statement by selecting one of six points on the scale.

• The 6-point scale forces respondents to make an opinion and answer on one side of the scale or the

other.

• Most importantly, it gives us the richness of data required to calculate the importance of each engagement

driver.

• We display your results in terms of top box (% of respondents who agree with the statement) and average

score out of 6.

Example Statement:

1= Strongly

Disagree

6= Strongly

Agree

Bottom Box Top Box

Answer:

> 60% -- High performing area

40%-60% -- Moderate concern

< 40% -- Serious concern

• Results are then colored accordingly based on their top box scores:

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Spinal Injuries Association’s Results: Survey Participation

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Survey Participation

Employees Responses Response Rate 805 397 49%

Client Services 5%

Community Relations 1%

Corporate Services 2%

Employment Options 0%

Executive 1%

Finance 1%

Fundraising 0%

Fundraising and Communications 1%

Human Resources 1%

IT&T 1%

Peer Support Program 0%

PSP 84%

Risk Management and QA 0%

Spinal Education Awareness Team 1%

Townsville 2%

Department

Younger than 25

5%

25 to 3418%

35 to 4423%

45 to 5436%

Older than 54

18%

Age

Female91%

Male9%

Gender

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Survey Participation -- Continued

Off-site74%

On-site26%

Site

Hourly75%

Salary25%

Pay

Brisbane86%

Townsville14%

Location

CASUAL75%

FULLTIME19%

PARTTIME6%

Work

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Survey Participation -- Continued

No27%

Yes73%

PSWLess

than 3

months

0%

3 to 6 months0%

6 months to 1 year

17%

1 to 3 years38%

3 to 5 years21%

5 to 10 years

15%

10 to 20

years

8%

20+ years1%

Service

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Spinal Injuries Association’s Results: Engagement Level

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Sample: High Level Summary of Key Findings

Engagement

Results

• 23% of employees are engaged, which is below average.

• Employees in the PSP department were least engaged and those in

Townsville were most engaged.

• Employees under 25 are significantly more disengaged than older age

groups.

• Off-site employees are much more disengaged than those working on-site.

Driver Results • Working Conditions is the highest scoring driver and Benefits is the lowest

scoring driver.

• The priority drivers for Spinal Injuries Association, which are those drivers

that scored relatively poorly but have a relatively high impact score, are

Customer Focus, Manager Relationships and Customer Potential.

• The two lowest scoring questions in the survey were:

-Our department is consulted when other departments make key

business decisions that affect us.

-We have many unique perks at the Association.

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39%

19%

18%

23%

Overall Engagement

28%

52%

21%

15%24%

17%

27%16%

Job Engagement Organization Engagement

Disengaged Indif ferent Almost Engaged Engaged

Ratio 0.6:1

Spinal Injuries Association's ratio of engaged to disengaged employees is 0.6:1

The benchmark ratio of engaged to disengaged is 1.3:1

The benchmark percent of engaged employees is 32%

23% of Spinal Injuries Association’s Employees are Engaged

n = 298

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39%

7%

14%

25%

45%

19%

40%

50%

14%

25%

18%

29%

18%

27%

25%

43%

25%

17%

29%

23%

27%

25%

29%

25%

21%

43%

0% 20% 40% 60% 80% 100%

Overall Engagement

Client Services

Community Relations

Corporate Services

Human Resources

PSP

Townsville


Employees in the PSP department are

least engaged and those in Townsville are most engaged.

Engagement Results by Department

n = 320

There is a lot of opportunity in the Corporate Services department. A very high percentage of

employees are almost engaged.

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39%

69%

52%

37%

33%

34%

19%

8%

14%

17%

25%

17%

18%

16%

23%

15%

25%

23%

23%

18%

23%

26%

25%

0% 20% 40% 60% 80% 100%

Overall Engagement

Younger than 25

25 to 34

35 to 44

45 to 54

Older than 54


Employees under 25 are significantly more disengaged than older

age groups.

Engagement Results by Age

n = 320

Age has some influence on

engagement levels.

There is little difference in

engagement levels between employees

older than 35. For the most part, the

older the employee age group, the lower the disengagement

levels.

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39%

40%

29%

19%

20%

14%

18%

18%

18%

23%

22%

39%

0% 20% 40% 60% 80% 100%

Overall Engagement

Female

Male


Male employees are significantly more engaged compared

to their female coworkers.

Engagement Results by Gender

n = 319

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39%

44%

24%

39%

19%

19%

21%

11%

18%

17%

23%

22%

23%

21%

32%

28%

0% 20% 40% 60% 80% 100%

Overall Engagement

CASUAL

FULLTIME

PARTTIME


Fulltime employees are more engaged than Part-time

employees ,who were more

engaged than Casual employees.

Engagement Results by Work

n = 320

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39%

45%

24%

19%

19%

19%

18%

15%

25%

23%

20%

31%

0% 20% 40% 60% 80% 100%

Overall Engagement

Off -site

On-site


Engagement Results by Site

n = 320

Off-site employees are 21% more

disengaged than those working on-

site.

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39%

44%

28%

19%

19%

19%

18%

17%

23%

23%

21%

31%

0% 20% 40% 60% 80% 100%

Overall Engagement

Hourly

Salary


Hourly employees are 16% more disengaged

compared to their salaried peers.

Engagement Results by Pay

n = 320

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39%

39%

19%

18%

29%

18%

18%

29%

23%

24%

43%

0% 20% 40% 60% 80% 100%

Overall Engagement

Brisbane

Townsville


No employees indicated being disengaged in

Townsville. These employees are also 19% more engaged

than Brisbane, which is significant.

Engagement Results by Location

n = 320

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39%

26%

45%

19%

20%

19%

18%

24%

16%

23%

30%

21%

0% 20% 40% 60% 80% 100%

Overall Engagement

No

Yes


PSWs are significantly more disengaged than

non-PSWs.

Engagement Results by PSW

n = 320

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39%

32%

47%

37%

37%

29%

33%

19%

30%

17%

15%

12%

29%

33%

18%

17%

14%

15%

37%

17%

23%

21%

22%

32%

14%

25%

33%

0% 20% 40% 60% 80% 100%

Overall Engagement

6 months to 1 year

1 to 3 years

3 to 5 years

5 to 10 years

10 to 20 years

20+ years


Employees that have been with the

Association between 5-10 years are the

least engaged. However, there is a lot of opportunity

with this group, due to the high

percentage of employees who are

almost engaged.

Engagement Results by Service

n = 320

Employees with 1-3 years of service are most disengaged.

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Spinal Injuries Association’s Results: Engagement Drivers

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20%

21%

21%

26%

32%

26%

29%

59%

42%

49%

47%

55%

55%

45%

35%

61%

33%

38%

56%

55%

56%

35%

37%

56%

59%

61%

0% 20% 40% 60% 80% 100%

Benef its

Compensation

Working Conditions


Senior Management Relationship

Customer Focus

Company Potential

Culture

Rewards and Recognition

Development

Manager Relationships



<40%

40%-60%

>60%

Benchmark Score

High Level Driver Results

The largest gap between Spinal

Association’s score and the benchmark is Benefits, with a

25% gap. It is also the lowest

scoring driver .

n = 298

Working Conditions is the highest scoring

driver.

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Customer FocusCompany Potential


Culture

Working Conditions

Development




Compensation

BenefitsCo-worker

Relationships

Improve

Evaluate

Leverage

Maintain

Low

High

Low High

Driver

Importance

Driver Score

Job Driver Organization Driver Retention Driver

Spinal Injuries Association Should Focus on the Improve Quadrant First

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31%

43%

48%

57%

70%

82%

48%

48%

60%

50%

74%

74%

0% 20% 40% 60% 80% 100%


<40% 40%-60% >60% Benchmark Score

The Client Services, Corporate Services, Human Resources and Townsville departments scored this

driver very well.

n = 298

Leverage - Employee Empowerment

I clearly understand what is expected of me

on the job

I am not afraid of trying out new things in my

job

I have all the tools and equipment I need to

do a great job

I am empowered to make decisions about

how I do my work

If I make a suggestion to improve something

in my department I believe it will be taken

seriously

I am given the chance to fully leverage my

talents through my job

Female employees rated this question 21% lower

than male employees.

Casual employees scored this higher than fulltime

and part-time workers, at 87%.

Employees with 20+ years of service scored this

question much lower than newer employees, at 33%

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Leverage - Employee Empowerment

Common themes:

1. Many employees had issues with role ambiguity.

“Clarity about my position would make my

job better but I believe that will come…”

“Ensure all employees are aware of their

role, and how it contributes to the

organization as a whole.”

“I would have a clear understanding of

what my job requirements are and

specific guidelines to correctly complete

tasks. I would also like guidelines on

how to correctly record the tasks I have

done. This would resolve the majority of

my issues with my job/alleviate a lot of

anxiety and pressure.”

“Develop the management team…so that

they are providing effective leadership,

proactive service delivery management in

the department. Assign set objectives and

expectations.”

“[To make my job better, have] more clearly

defined roles, policies and procedures”

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17%

28%

31%

38%

28%

42%

37%

39%

0% 20% 40% 60% 80% 100%

Development


Community Relations & Corporate Services rated this driver the

lowest of the departments, at 15%.

n = 298

Evaluate - Development

In the last year, I have received career

advice from someone within the Association

I can advance my career in the Association

In the last year, the training I have received

has really helped me do my job better

In the last year, I have received an adequate

amount of training

32% of casual workers perceived career

advancement opportunities,

compared to only 17% of fulltime employees and 25% of part-time

employees.

Employees in PSP & Townsville rated this

question the highest of the departments.

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Evaluate - Development

Common themes: 1. Employees desire additional growth and career advancement opportunities.

2. Some employees were satisfied with the company’s training program, however, most employees want

more opportunities to improve skills.

“An opportunity to advance, have a

career path…”

“Opportunity for career development/progression or for opportunities

within the team. ( e.g. rotation of opportunities…)”

“Role/department transparency and

the opportunity for development.”

“Communication and training seems to have

improved a lot”

“More so recently have there been changes made in

advancing skills and training which I believe is

important.”

“…Training is improving greatly...”

“Encourage more training to further the

career skill base.”

“I'm satisfied as a PSW for now, if I could do it

better I would be taking another step

supporting high level injury clients or as a

CSO, I would take courses so as I would be

qualified to do so.” “…More training to keep PCW's up to

standards of other companies…”

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21%

26%

31%

28%

35%

41%

0% 20% 40% 60% 80% 100%

Rewards & Recognition


Employees in the PSP department rated this

driver the lowest of the departments.

Male employees rated this driver 19% higher

than their female coworkers.

n = 298

Evaluate - Rewards and Recognition

If I do a good job, I receive rewards that I

value

Promotions in my department go to those

who deserve them the most

I am recognized when I go above and

beyond the call of duty

Full time employees, scored this question

higher than part-time and causal employees. Also, those employees

in the Community Relations department scored this question

much higher than other departments, at

100%.

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Evaluate - Rewards and Recognition

Common themes: 1. Employees would like more recognition and acknowledgement at the Association.

“Increased recognition for going above

and beyond the call of duty to inspire me

to continue to do so on a regular basis.

More one on one supervision contact.”

“Reward staff when they go above

and beyond the call of duty.

Recognition of any type, mention in

newsletters, bonuses, rewards etc.”

“Award staff for work well done, a lot of

benefits have been taken away bearing

in mind our salaries are lower than other

businesses out there.”

“Have an awards night where field

staff were recognized for their efforts.”

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38%

48%

59%

61%

70%

61%

47%

63%

61%

71%

0% 20% 40% 60% 80% 100%



n = 298

Maintain - Co-worker Relationships

I have a good friend at the Association

My co-workers never back-stab me

I know that my co-workers will help me out

when the going gets tough

My co-workers care about me as a person

I really like the people I work with

Spinal Advisors scored this driver the highest of all positions at 88%.

Client Services and Townsville scored it significantly higher

than other departments.

Community Relations & PSP scored this the

lowest of all departments, at 33% and 31% respectively.

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Maintain - Co-worker Relationships

Common themes: 1. For the most part, employees have strong relationships with co-workers.

2. Employees would like to have more frequent interactions with their team.

“Most of the staff are really friendly and

they do try to do right by you” “I like having team meetings with my

manager and team members very

often..so we can share our work

experience and fix problems as well.” “…All the people I have come in contact

with have been lovely and helpful…”

“[ I would like] to see more of my work

colleagues. Participate in more team

meetings, if available.”

“Maybe some more regular team

meetings. With all my clients, I have

not meet the rest of my team”

“The team atmosphere is not very

positive at the moment and the

issues are not discussed openly

which exacerbates the situation.”

“Perhaps have some staff meetings

so we are all totally up to date with

what's going on with our clients.”

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25%

30%

38%

38%

52%

53%

53%

58%

79%

39%

44%

53%

47%

62%

62%

60%

61%

78%

0% 20% 40% 60% 80% 100%



Client & Corporate Services rated this

question the highest of the departments, at

100%. Employees under 25 rated it lower than

other age groups

n = 298

Improve - Manager Relationships

My manager helps me develop my career

My manager inspires me to improve

My manager helps me achieve better results

My manager provides me with high quality

feedback

My manager cares about me as a person

I trust my manager

My manager understands my job very well

In my last performance review, my manager

accurately reflected my performance

My manager trusts me to do my job well

Females rated this driver 18% lower than males, and PSW’s rated it 18% lower than non PSWs.

PSP scored this driver much lower than other

department. on-site employees scored it

significantly higher than off-site employees.

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Improve - Manager Relationships

Common themes: 1. Most employees have positive things to say about their manager.

2. Employees are concerned with the lack of contact between managers, clients and staff.

“I have a very good manager, wouldn't want to

change anything.”

“I am happy with my manager, she is

doing an excellent job.”

“My current manager is great, he is

professional, fair and offer advice and

guidance when needed.”

“My manager does a great job and always has

time for me as well as the rest of my team

members. I feel very comfortable when

approaching my manager…”

“Better communication, be more aware

of what is happening in the clients

home.”

“Be more of an advocate for the client.

Managers really need to see the exact

routine as they are done with each client…”

“More connection with the team - through

team meetings or updates:

“Communication, even if it's just a quick

call to ask how things are going. It

makes you feel that someone cares

about what you are doing…”

“Keep me informed about what is

happening”

More interaction with my manager

particularly in giving feedback on how to

do a better job and improve.

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36%

47%

52%

60%

47%

60%

50%

67%

0% 20% 40% 60% 80% 100%

Culture


All other departments scored this driver

much higher than the PSP department,

which scored it at 57%, dragging the score

down. Employees older than 35 scored it

higher than younger employees.

n = 298

Leverage - Culture

The Association has a collaborative work

environment

The Association has a very friendly

atmosphere

The Association contributes to our

community

I identify well with the Association's values

There was significant variance between the

departments and positions in the scoring

of this driver.

Client Services and the PSP department rated

this question the lowest of the departments.

Brisbane scored it 14% lower than Townsville.

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Leverage - Culture

Common themes: 1. Employees across the board enjoying working at the Association and find it satisfying.

“I have very good job satisfaction.”

“I am pretty happy with the job and the

client in particular, the manager and the

association as a whole…”

I don't want to change anything,

because I'm happy with what I'm doing.

I think the association does an

excellent job as it stands.

I only work for one client who is great

to work for so I am happy and do not

wish to change anything

I wouldn't change a thing. I love my

work and have a fabulous manager

“[I would change] nothing, all's good, I am

satisfied with association.”

The office seems a happy place to work.

Other employees appear to enjoy working

at the Association.:

Everything at the Association seems

great to me.

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24%

29%

34%

41%

48%

56%

59%

60%

0% 20% 40% 60% 80% 100%

Customer Focus


HR and PSP scored this question lower

than any other department.

n = 298

Improve - Customer Focus

Our customers love our services

The Association's services are better than

its competitors

Customer satisfaction drives most things

the Association does

The mission/purpose of the Association is

well-aligned with customer needs

Most departments, with the exception of Community Services, rated this driver less

than 45%, on average.

Spinal Advisors scored this question

higher than other positions.

Employees in Townsville scored this question 11% higher

than Brisbane.

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Improve - Customer Focus

Common themes: 1. Many respondents commented on how the Association cares for its clients and is a strong advocate for

their needs.

2. Increasing communication with the client to improve the quality of service provided was suggested

many times.

“The Association is a strong advocate for

the needs of our clients, going out of its way

to accommodate these needs. When done

in a planned and reasonable way, this can

be a positive force.”

“…I believe that its continued voice as an

advocate for those with disabilities is a

strength that should be built on and

continued.”

“More contact with the clients, or better

client knowledge. Have the client's let us

make the choice for them…”

“[Have] more team meetings with client's

involved”

“...I think the Association needs to be

more in tune with our client’s needs. I

think a client survey would be quite

beneficial.”

“Listen to the clients, I've heard grumblings.”

“More contact between clients and the staff

in charge of them on the spinal side, the

clients are often unhappy with the service.”

“Puts the client first and supports the

client to become more independent.”

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32%

41%

42%

48%

49%

54%

51%

63%

53%

56%

0% 20% 40% 60% 80% 100%

Company Potential


Off-site employees rated this question significantly lower

than on-site employees.

n = 298

Improve - Company Potential

I fully understand the Association's overall

business strategy

I am impressed with the quality of people at

the Association

The Association has a bright future

People in the Association often go above

and beyond the call of duty

People in the Association are committed to

doing high quality work

Employees in the PSP & HR departments

scored this driver the lowest of the departments.

Employees in Townsville scored this question higher than

Brisbane.

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Improve - Company Potential

Common themes: 1. Employees are generally happy with the present and future direction that the Association is taking.

2. Some employees would like to be included in decision making processes as well as seek additional

funding.

“I think the Association has a creative

approach to problem solving...” “Adapts to change”

“The Association's commitment in service

delivery is exceptional …The CEO

provides excellent leadership and

support.”

“The Association does try to be innovative,

e.g. technology improvements to improve

service delivery.”

“Just keep us updated on all changes big

or small, and be sensitive to our needs…”

“More transparency around decisions

that are made which directly affect staff,

and consistency thereafter.”

“Enhance the Association's capacity to

achieve government and private funding…”

“Give them more funds to increase

services offered.”

“More Funding, greater community

awareness.”

McLean & Company 43

16%

21%

25%

27%

34%

39%

0% 20% 40% 60% 80% 100%



Although the Townsville

department scored the other two department

relationships’ questions very well, it scored this question

at 14%.

n = 298

Evaluate - Department Relationships

Our department is consulted when other

departments make key business decisions

that affect us

Departments work very well together to

get things done

The contributions of my department are

recognized by other departments

HR scored this driver the lowest and

Townsville scored it the highest of the

departments.

The longer an employee has been at the organization, the lower they scored this

question.

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Evaluate - Department Relationships

Common themes: 1. The lack of communication and coordination between departments was mentioned many times.

“Better overall communication between

departments. We are a Service-wide

Team, and need full communication with

all departments regularly, however, this

could do with further refining.”

“I think the departments could be better

aligned and work more in collaboration with

each other ie. making the most of the

expertise of other staff and departments.”

“..Lack of communication when shifts are

being rearranged causes confusion and

dissatisfied clients…”

“Allow Personal Support Workers to keep

in touch with each other through an email

list that we can self-subscribe to.”

“Better communication from the office to the PSW on

the ground level, keep us involved in what's going on,

make us feel part of the bigger picture. We do indeed

feel left out and its worse than ever.” …”

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18%

19%

21%

25%

28%

34%

36%

34%

29%

28%

39%

39%

47%

48%

0% 20% 40% 60% 80% 100%

Senior Management Relationships


The Community Relations department

scored this driver much higher than

other departments, at 60%.

n = 298

Evaluate - Senior Management Relationship

The Association Management Team (AMT)

inspires me


regularly solicits feedback from employees


acts on the feedback from employees


deeply cares about their employees

I understand the rationale behind most of the

business decisions made by the

Association Management Team (AMT)

I trust the Association Management Team

(AMT)

I have great confidence in the integrity of the

Association Management Team (AMT)

Male employees scored this question

14% higher than female workers.

Part-time workers scored this driver much lower than fulltime or casual

workers.

Female employees scored this question

12% higher than male employees.

McLean & Company 46

Evaluate - Senior Management Relationship

Common themes: 1. Though employees acknowledge that senior management keeps them informed, some would like more

transparency into the decisions made.

“Keeping staff informed all the

time via email [the Association

does this well].”

“Monthly meetings keep staff

abreast with what is happening

across the Association.”

“They, on the whole, do keep us well informed as to

what is happening within the organization, and of late

are promoting further education.”

“More transparency with decisions being made at

the Board and Senior Management level. Trust is

important when it comes to decisions at that level

that affect staff, and without transparency there can

be no trust.”

McLean & Company 47

17%

23%

24%

33%

35%

36%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Compensation


Client Services scored this driver the highest

of the departments. Males scored it 14% higher than females.

n = 298

Evaluate - Compensation

I will be compensated fairly if my

performance exceeds expectations

My salary is competitive with similar jobs

that I might find elsewhere

I am satisfied with the remuneration/pay I

receive for the work I do

While salaried and hourly workers scored

the other two compensation

questions similarly to one another, salaried employees scored this

question 6% higher than hourly employees.

McLean & Company 48

Evaluate - Compensation

Common themes: 1. Most employees would like increases in pay; many feel that they are not earning a competitive wage.

“Better pay - far below average pay

that I can get doing exactly the same

work with other organizations.”

“Give us a better rate of pay, instead

of lowering it.”

“Pay more and stop taking away penalty

rates for weekends.”

“Change the pay scale back to

the way it was. “

“I would bring the remuneration back

to the amount it was before the pay

cut. There are other associations

who offer a pay even higher than

what we were on before. So right

now our pay is low in comparison...”

“Not happy with the pay cut on

weekends …”

“I would increase the amount

of salary we receive and give

better conditions such as

holiday pay and sick pay.”

McLean & Company 49

11%

22%

28%

34%

48%

52%

0% 20% 40% 60% 80% 100%

Benefits


Off-site employees scored this question higher than on-site

employees, and hourly employees scored this higher

than salaried employees.

n = 298

Evaluate - Benefits

We have many unique perks at the

Association

My benefits are competitive with similar jobs

I might find elsewhere

I am satisfied with my benefit package

Males scored this driver 8% higher than females, on average.

McLean & Company 50

Evaluate - Benefits

“Bring back significant staff

benefits.”

“…give us the remuneration and

benefits that we deserve.”

“…Give back to the people who work so hard

everyday to give to the Association, our clients

and members. - offering more perks and

benefits eg. Association x-mas party, Health and

wellbeing program.”

Common themes:

1. There were few comments on benefits. They few comments were regarding an improvement in

benefits or the restoration of their previous packages.

McLean & Company 51

27%

49%

58%

60%

64%

73%

79%

39%

56%

69%

52%

59%

68%

83%

0% 20% 40% 60% 80% 100%

Working Conditions


Females scored this question 23% lower than males. Females

also scored the question directly

above (I am never emotionally harassed at work) 13% lower

than males.

n = 298

Leverage - Working Conditions

We have enough staff on our team to get the

job done

People are treated fairly in my department

I am never emotionally harassed at work

I find my stress levels at work manageable

I am able to maintain a balance between my

work and personal life

I have not seen incidents of discrimination at

the Association based on age, gender,

sexual orientation, religion, or ethnicity

I am always physically safe while at work

The PSP department scored this driver lower than other

departments and the Townsville location

scored it higher than Brisbane.

McLean & Company 52

Leverage - Working Conditions

Common themes: 1. Several employees attribute their stress to heavy workloads.

2. Employee would also like their duties and roles to be made more clear to clients.

3. Many respondents would like flexible work hours.

“…We constantly feel like we are taking 2

steps forward and 3 steps back with our

work load.”

“Management [needs] to understand that we have reached

the limit of capabilities and are unable to continue taking on

more and more tasks.”

“Have a lighter load to keep from feeling

that I am barely keeping up with

requirements”

“Change the attitude of clients with regard

to their expectations of PSWs and the

poor way some clients treat PSWs…”

“Make clear guidelines and conduct values to

clients with regards to what behaviours are

acceptable and which will not be tolerated…”

“I would like if there was some way of making sure the

clients realize we are employed by the association, and they

understand our job description fully.”

“More flexibility around working

from home.”

“Manage employees stress better and

increase flexibility.”

McLean & Company 53

56%

62%

72%

60%

66%

74%

0% 20% 40% 60% 80% 100%




Client Services had slightly lower

personal disposition scores than other

departments. Males had lower personal disposition scores

than females.

n = 298

I rarely dwell on failures but rather see them

as learning opportunities

I believe I will meet the life goals I set for

myself

My friends outside work would describe me

as having a very positive attitude

McLean & Company 54

21%

33%

37%

42%

0% 20% 40% 60% 80% 100%

Trending


Trending

n = 298

I am more satisfied with the Association

now than I was a year ago

I am more satisfied with my job now than I

was a year ago

McLean & Company 55

61%

62%

64%

70%

70%

72%

73%

79%

79%

82%

61%

66%

59%

74%

71%

74%

68%

78%

83%

74%

0% 20% 40% 60% 80% 100%

10 Highest Performing Areas

n = 298

I clearly understand what is expected of me on the

job

I am always physically safe while at work


I have not seen incidents of discrimination at the

Association based on age, gender, sexual

orientation, religion, or ethnicity

My friends outside work would describe me as

having a very positive attitude


I am not afraid of trying out new things in my job

I am able to maintain a balance between my work

and personal life

I believe I will meet the life goals I set for myself


McLean & Company 56

11%

16%

17%

17%

18%

19%

21%

21%

21%

21%

34%

27%

33%

28%

34%

29%

28%

28%

37%

34%

0% 20% 40% 60% 80% 100%

10 Lowest Performing Areas

n = 298

We have many unique perks at the Association

Our department is consulted when other

departments make key business decisions that

affect us

I will be compensated fairly if my performance

exceeds expectations

In the last year, I have received career advice from

someone within the Association

The Association Management Team (AMT) inspires

me

The Association Management Team (AMT) regularly

solicits feedback from employees

The Association Management Team (AMT) acts on

the feedback from employees

If I do a good job, I receive rewards that I value

I am more satisfied with the Association now than I

was a year ago

Departments work very well together to get things

done

McLean & Company 57

-1%

0%

1%

2%

3%

5%

5%

7%

8%

8%

-2% 0% 2% 4% 6% 8% 10%

Top 10 Questions Against the Benchmarks

Your Score Minus Benchmark

Top 10 Scores Higher than Benchmark

n = 298

I find my stress levels at work manageable

I clearly understand what is expected of me on the

job

I have all the tools and equipment I need to do a

great job

I have not seen incidents of discrimination at the

Association based on age, gender, sexual

orientation, religion, or ethnicity

I am able to maintain a balance between my work

and personal life

The Association contributes to our community

My co-workers never back-stab me




McLean & Company 58

-19%

-22%

-22%

-23%

-23%

-24%

-24%

-25%

-26%

-27%

-30% -25% -20% -15% -10% -5% 0%

Bottom 10 Questions Against the Benchmarks

Your Score Minus Benchmark

Top 10 Scores Lower than Benchmark

n = 298

My benefits are competitive with similar jobs I might

find elsewhere

The Association's services are better than its

competitors

Customer satisfaction drives most things the

Association does

I am satisfied with my benefit package

Our customers love our services

I have a good friend at the Association

We have many unique perks at the Association

I fully understand the Association's overall business

strategy

The Association has a bright future

The mission/purpose of the Association is well-

aligned with customer needs

McLean & Company 59

Action Plan: Spinal Injuries Association’s Top Three Areas of Opportunity

McLean & Company 60

Detailed Results by Segment Are Also Provided to Enable Drill Downs into Specific Areas

Youn

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A B C

Group # Question 169 169 26 79 50 16 4 115 58 168 4 40 17 31 56 26 5 166 56 119 3 42 49 59 20 136 38 5 9 27 10 116 4 4 3 5 5 31 9 34 82 46 82 44

1 Satisfaction 4.60 60% 56% 58% 60% 81% 54% 62% 58% 60% 75% 67% 49% 52% 65% 60% 50% 61% 56% 63% 78% 63% 57% 58% 65% 61% 58% 83% 74% 64% 58% 57% 54% 92% 89% 47% 57% 58% 61% 62% 58% 66% 60% 53%

2 Feelings of Energy & Purpose 4.78 65% 64% 62% 68% 74% 60% 66% 64% 65% 50% 61% 62% 65% 69% 65% 68% 66% 61% 67% 93% 60% 66% 62% 75% 63% 72% 92% 82% 67% 72% 62% 45% 100% 53% 68% 80% 58% 56% 72% 62% 68% 67% 55%

3 Demonstrated Engagement 4.51 57% 57% 57% 57% 57% 53% 58% 55% 57% 34% 52% 52% 65% 58% 54% 68% 57% 54% 58% 75% 55% 56% 57% 59% 55% 63% 75% 69% 68% 70% 51% 56% 81% 67% 68% 73% 44% 53% 63% 56% 64% 57% 49%

4 Job Engagement 4.71 63% 64% 60% 63% 76% 57% 64% 60% 63% 64% 62% 57% 65% 65% 61% 69% 63% 57% 66% 82% 60% 60% 62% 73% 62% 67% 87% 79% 71% 72% 57% 64% 95% 73% 67% 76% 57% 62% 72% 57% 70% 65% 49%

5 Organizational Engagement 4.45 56% 51% 56% 59% 59% 53% 57% 55% 57% 34% 55% 50% 55% 61% 56% 53% 57% 56% 57% 79% 57% 57% 55% 54% 56% 60% 75% 68% 60% 60% 54% 38% 81% 67% 53% 60% 46% 49% 56% 59% 60% 55% 55%

6 Overall Engagement Score 4.63 61% 59% 59% 62% 71% 56% 62% 59% 61% 53% 60% 55% 60% 64% 60% 62% 61% 57% 63% 82% 59% 59% 59% 66% 60% 64% 83% 75% 66% 67% 57% 52% 91% 70% 61% 70% 53% 56% 66% 58% 66% 61% 52%

7 01. Employee Empowerment 4.34 52% 51% 50% 52% 66% 67% 54% 50% 51% 79% 52% 51% 42% 58% 51% 57% 51% 46% 55% 44% 50% 52% 52% 57% 51% 58% 70% 72% 56% 52% 47% 71% 92% 78% 57% 73% 63% 39% 55% 43% 62% 54% 37%

8 02. Development 3.70 35% 39% 37% 29% 36% 31% 34% 35% 33% 56% 43% 38% 32% 30% 31% 40% 33% 37% 34% 25% 35% 36% 35% 34% 33% 39% 15% 28% 42% 33% 33% 63% 44% 50% 40% 30% 31% 25% 35% 35% 41% 35% 29%

9 03. Recognition & Rewards 4.00 40% 44% 39% 36% 50% 25% 39% 39% 39% 42% 51% 35% 31% 44% 29% 20% 39% 45% 37% 22% 43% 33% 42% 40% 36% 53% 73% 33% 42% 50% 36% 58% 67% 22% 40% 47% 33% 30% 43% 41% 49% 38% 31%

10 04. Co-worker Relationships 4.94 72% 81% 73% 67% 74% 65% 73% 70% 71% 100% 77% 72% 68% 76% 64% 72% 72% 62% 77% 73% 67% 78% 70% 75% 72% 73% 64% 71% 70% 76% 72% 85% 85% 67% 92% 88% 79% 78% 76% 65% 74% 77% 63%

11 05. Manager Relationship 4.65 62% 59% 63% 59% 69% 69% 61% 64% 61% 67% 60% 49% 64% 62% 71% 69% 62% 62% 62% 44% 62% 65% 60% 60% 61% 66% 62% 64% 74% 64% 58% 64% 89% 78% 80% 87% 60% 37% 63% 60% 73% 60% 53%

12 06. Commitment 4.24 50% 49% 46% 53% 69% 42% 51% 49% 50% 50% 53% 41% 43% 58% 47% 47% 51% 53% 49% 56% 57% 48% 47% 52% 51% 49% 80% 48% 52% 33% 51% 42% 75% 78% 40% 67% 46% 52% 50% 48% 54% 52% 42%

13 07. Customer Focus 4.41 51% 51% 51% 49% 58% 67% 52% 50% 50% 58% 64% 35% 51% 55% 35% 53% 51% 55% 50% 89% 54% 52% 45% 55% 52% 49% 47% 41% 52% 47% 51% 75% 83% 67% 53% 60% 44% 41% 47% 53% 51% 50% 53%

14 08. Company Potential 4.86 69% 70% 68% 66% 75% 80% 67% 72% 68% 80% 81% 58% 63% 73% 58% 44% 68% 62% 71% 93% 69% 69% 64% 76% 70% 64% 72% 62% 65% 60% 70% 95% 60% 93% 68% 68% 68% 62% 76% 66% 65% 72% 66%

15 09. Department Relationships 3.99 41% 40% 39% 39% 50% 58% 42% 37% 40% 50% 55% 33% 39% 40% 29% 33% 41% 50% 36% 44% 38% 47% 41% 25% 42% 38% 33% 26% 44% 43% 41% 50% 42% 56% 13% 7% 41% 19% 40% 47% 43% 36% 47%

16 10. Senior Mgmt Relationship 4.14 44% 48% 38% 45% 54% 63% 44% 42% 42% 47% 55% 40% 35% 45% 34% 38% 43% 43% 43% 54% 39% 43% 43% 48% 41% 51% 70% 64% 47% 34% 39% 59% 88% 63% 58% 15% 40% 40% 50% 40% 44% 43% 39%

17 11. Compensation 3.57 32% 27% 29% 30% 52% 50% 35% 25% 32% 33% 39% 25% 23% 34% 29% 33% 32% 36% 29% 0% 29% 28% 33% 47% 32% 30% 13% 52% 42% 43% 28% 8% 33% 44% 0% 20% 31% 26% 32% 35% 36% 32% 26%

18 12. Benefits 4.00 38% 36% 43% 29% 42% 33% 41% 31% 37% 50% 45% 43% 38% 40% 26% 0% 38% 40% 36% 11% 31% 39% 38% 50% 38% 36% 20% 26% 40% 23% 40% 17% 50% 11% 40% 27% 39% 33% 41% 38% 45% 36% 33%

19 13. Working Conditions 4.47 49% 56% 48% 42% 55% 58% 49% 46% 47% 54% 50% 41% 48% 51% 42% 53% 48% 45% 50% 56% 44% 48% 48% 53% 46% 57% 60% 46% 53% 60% 45% 71% 75% 56% 60% 53% 46% 46% 52% 45% 54% 49% 41%

21 Overall Job Driver 4.33 52% 55% 52% 48% 59% 51% 52% 52% 51% 69% 56% 49% 48% 54% 49% 52% 51% 50% 53% 42% 51% 52% 52% 53% 51% 58% 57% 54% 57% 55% 49% 68% 75% 59% 62% 65% 53% 42% 55% 49% 60% 53% 43%

22 Overall Organizational Driver 4.33 51% 52% 48% 50% 61% 62% 51% 50% 50% 57% 61% 41% 46% 54% 41% 43% 51% 53% 50% 67% 51% 52% 48% 51% 51% 50% 60% 48% 52% 43% 50% 64% 70% 71% 46% 43% 48% 43% 53% 51% 51% 51% 49%

23 Overall Employment Needs 4.02 39% 40% 40% 34% 50% 47% 42% 34% 39% 46% 45% 37% 36% 42% 32% 29% 39% 40% 39% 22% 35% 38% 40% 50% 39% 41% 31% 41% 45% 42% 38% 32% 53% 37% 33% 33% 39% 35% 42% 39% 45% 39% 33%

24 I am strongly committed to this organization 4.74 65% 50% 62% 74% 81% 75% 70% 59% 66% 50% 63% 47% 58% 75% 73% 60% 67% 63% 67% 100% 67% 69% 63% 55% 68% 55% 80% 78% 70% 70% 64% 25% 100% 100% 40% 60% 68% 56% 59% 67% 76% 61% 61%

25 I feel part of a team working towards a shared goal 4.89 72% 81% 71% 70% 81% 50% 71% 74% 73% 75% 78% 71% 65% 80% 65% 40% 73% 64% 76% 100% 62% 71% 76% 80% 71% 76% 80% 89% 78% 70% 70% 75% 75% 100% 80% 80% 74% 78% 79% 65% 85% 74% 55%

26In the last year, I have recommended this organization to a

friend seeking employment4.17 49% 58% 53% 38% 56% 25% 46% 55% 49% 50% 65% 41% 52% 52% 27% 20% 51% 45% 51% 33% 55% 49% 49% 40% 48% 53% 40% 44% 37% 50% 53% 25% 75% 67% 40% 60% 35% 56% 50% 50% 39% 52% 52%

27I regularly talk about my job in a positive light with close

family and friends4.61 58% 62% 51% 60% 94% 50% 63% 52% 57% 100% 73% 35% 48% 59% 65% 60% 57% 55% 61% 100% 62% 51% 53% 80% 59% 58% 100% 78% 67% 60% 51% 100% 100% 67% 40% 40% 58% 67% 71% 51% 63% 59% 50%

28 Taking everything into account, I love my job 4.53 56% 38% 51% 62% 94% 50% 58% 52% 55% 75% 53% 47% 42% 63% 65% 80% 56% 48% 60% 67% 64% 43% 53% 75% 57% 53% 100% 78% 70% 60% 47% 50% 100% 100% 40% 60% 48% 56% 65% 50% 65% 57% 39%

29Taking everything into account, I love working at this

company4.68 61% 50% 62% 58% 81% 75% 63% 59% 60% 100% 73% 53% 45% 64% 65% 40% 60% 61% 61% 67% 67% 59% 58% 60% 63% 55% 100% 78% 59% 40% 59% 50% 100% 100% 40% 40% 61% 56% 50% 63% 70% 55% 59%

30 I look forward to coming to work every day 4.25 45% 42% 41% 44% 69% 75% 50% 38% 44% 50% 43% 41% 39% 52% 42% 60% 45% 39% 48% 67% 40% 43% 46% 50% 43% 53% 80% 78% 52% 60% 37% 50% 100% 67% 40% 60% 45% 33% 59% 34% 46% 50% 32%

31 I am very proud of the work I do 4.93 72% 69% 63% 82% 94% 50% 73% 69% 71% 75% 63% 76% 68% 77% 77% 80% 72% 64% 76% 100% 64% 73% 68% 90% 71% 76% 100% 89% 67% 80% 70% 50% 100% 33% 80% 80% 71% 67% 85% 66% 74% 78% 57%

32I feel my contributions are very important to the success of

my team/department5.05 74% 81% 71% 74% 88% 50% 75% 74% 74% 75% 73% 71% 74% 75% 77% 80% 75% 66% 78% 100% 67% 78% 73% 80% 72% 82% 100% 89% 81% 90% 69% 50% 100% 67% 80% 100% 71% 78% 79% 68% 89% 73% 57%

33I feel my contributions are very important to the success of

the organization4.77 64% 58% 66% 68% 63% 50% 65% 62% 66% 0% 50% 65% 68% 70% 73% 60% 66% 59% 67% 100% 60% 67% 58% 80% 63% 74% 100% 89% 67% 80% 60% 25% 100% 33% 80% 80% 65% 44% 68% 61% 67% 62% 61%

34 I am very proud of the product/service that the

organization produces/provides4.91 69% 69% 68% 74% 56% 75% 66% 76% 69% 50% 78% 59% 74% 71% 54% 60% 70% 77% 66% 100% 71% 67% 64% 75% 68% 76% 80% 67% 70% 50% 72% 50% 100% 67% 60% 80% 39% 56% 71% 79% 65% 72% 70%

35 In the last year, I have grown professionally 4.82 69% 69% 72% 66% 69% 50% 72% 62% 68% 100% 75% 59% 84% 61% 62% 100% 68% 73% 67% 100% 69% 69% 64% 80% 66% 79% 40% 100% 89% 90% 60% 75% 100% 67% 80% 100% 55% 67% 71% 70% 80% 68% 61%

36I regularly choose to take on tasks that are not expected of

me by my manager4.56 56% 65% 56% 50% 63% 50% 60% 48% 57% 0% 40% 53% 77% 55% 54% 80% 57% 46% 61% 33% 55% 53% 56% 65% 55% 58% 80% 56% 67% 90% 49% 50% 100% 67% 60% 80% 45% 56% 68% 50% 63% 59% 41%

37I regularly choose to put in extra hours to improve my

results4.46 55% 46% 53% 60% 69% 50% 57% 52% 56% 25% 55% 53% 65% 54% 50% 60% 57% 46% 60% 67% 52% 53% 56% 60% 54% 61% 100% 89% 74% 70% 46% 25% 100% 67% 80% 100% 48% 67% 65% 44% 67% 55% 39%

38 I regularly choose to help with extra-curricular activities 3.41 23% 15% 30% 18% 13% 50% 14% 41% 23% 0% 15% 24% 19% 34% 15% 40% 23% 29% 21% 67% 19% 24% 31% 5% 24% 21% 0% 0% 37% 20% 21% 50% 50% 100% 60% 0% 10% 22% 24% 23% 28% 22% 20%

39In the past month, I have made recommendations for

improvements in my department4.70 64% 54% 57% 80% 69% 50% 70% 53% 65% 0% 48% 59% 71% 66% 77% 80% 66% 59% 66% 100% 64% 65% 61% 60% 61% 74% 100% 100% 81% 80% 55% 50% 75% 67% 60% 100% 52% 44% 62% 68% 74% 61% 57%

40In the past month, I have made recommendations for

improvements to the company4.44 54% 54% 51% 64% 56% 25% 63% 38% 55% 25% 48% 53% 55% 57% 62% 60% 56% 55% 55% 67% 52% 55% 54% 55% 51% 68% 100% 89% 56% 90% 50% 25% 50% 0% 40% 60% 35% 56% 62% 61% 59% 51% 57%

41I regularly accomplish more than what my manager

expects of me4.49 49% 62% 51% 42% 31% 75% 45% 55% 48% 25% 48% 35% 65% 52% 35% 40% 48% 48% 49% 67% 43% 43% 53% 55% 46% 58% 80% 33% 56% 40% 47% 75% 75% 67% 60% 40% 32% 22% 62% 49% 54% 49% 41%

42 I regularly offer support to my peers at work 5.20 84% 92% 86% 78% 88% 75% 83% 88% 84% 100% 85% 82% 84% 88% 81% 80% 84% 75% 89% 100% 86% 82% 83% 90% 85% 84% 100% 89% 85% 80% 83% 100% 100% 100% 100% 100% 74% 89% 91% 80% 87% 88% 73%

43 I clearly understand what is expected of me on the job 4.57 61% 58% 63% 58% 69% 50% 60% 64% 60% 100% 63% 53% 52% 70% 58% 60% 60% 61% 61% 100% 62% 61% 63% 45% 62% 61% 60% 78% 59% 50% 59% 75% 100% 67% 60% 60% 74% 44% 53% 59% 70% 61% 52%

44 I have all the tools and equipment I need to do a great job 4.12 43% 27% 52% 32% 44% 100% 50% 29% 41% 75% 45% 35% 26% 55% 38% 40% 43% 34% 47% 0% 36% 37% 47% 65% 42% 45% 40% 56% 41% 50% 40% 50% 75% 67% 40% 20% 58% 44% 50% 33% 46% 48% 30%

45I am empowered to make decisions about how I do my

work4.59 62% 58% 56% 74% 75% 50% 62% 66% 61% 100% 55% 71% 55% 70% 62% 80% 61% 57% 66% 67% 62% 67% 58% 65% 60% 71% 80% 89% 74% 50% 57% 75% 100% 67% 80% 100% 68% 44% 68% 55% 74% 66% 43%

46I am encouraged to try new things in my job without fear of

being punished for failure4.31 51% 58% 44% 50% 75% 50% 54% 47% 49% 100% 55% 59% 35% 52% 54% 60% 48% 39% 56% 33% 50% 55% 51% 40% 49% 58% 80% 44% 59% 60% 44% 100% 100% 100% 60% 80% 61% 44% 53% 40% 65% 52% 32%

47I am given the chance to fully leverage my talents through

my job4.23 48% 46% 43% 48% 69% 75% 50% 45% 48% 25% 55% 29% 45% 50% 54% 20% 48% 54% 45% 67% 48% 43% 44% 65% 46% 55% 80% 78% 48% 50% 43% 50% 75% 67% 40% 80% 48% 22% 53% 45% 61% 45% 36%

48If I make a suggestion to improve something in my

department it will always be taken seriously4.22 48% 58% 41% 48% 63% 75% 47% 52% 46% 75% 40% 59% 42% 54% 42% 80% 46% 34% 55% 0% 40% 47% 51% 60% 45% 61% 80% 89% 52% 50% 40% 75% 100% 100% 60% 100% 68% 33% 56% 29% 57% 52% 27%

49In the last year, the training I have received has really

helped me do my job better3.46 22% 23% 25% 18% 19% 25% 19% 28% 21% 50% 30% 29% 16% 14% 27% 40% 20% 20% 24% 0% 24% 24% 22% 20% 20% 32% 0% 0% 30% 20% 21% 75% 25% 33% 40% 20% 26% 22% 21% 20% 26% 23% 18%

50In the last year, I have received an adequate amount of

training3.23 21% 23% 25% 10% 31% 25% 19% 26% 19% 50% 25% 18% 19% 21% 15% 40% 19% 11% 26% 0% 24% 16% 20% 35% 19% 26% 0% 11% 22% 20% 20% 75% 50% 33% 40% 20% 29% 11% 26% 15% 28% 24% 9%

51I have someone at work other than my manager that I go to

for career advice4.02 49% 77% 51% 40% 31% 25% 48% 50% 48% 75% 58% 65% 55% 41% 35% 60% 48% 64% 42% 67% 50% 57% 51% 25% 51% 45% 20% 22% 52% 70% 50% 75% 25% 67% 60% 20% 29% 33% 47% 60% 50% 52% 45%

52 I can advance my career in this organization 4.08 46% 35% 46% 46% 63% 50% 51% 36% 45% 50% 60% 41% 39% 43% 46% 20% 45% 52% 43% 33% 43% 45% 46% 55% 44% 53% 40% 78% 63% 20% 41% 25% 75% 67% 20% 60% 39% 33% 47% 48% 59% 39% 43%

53When I do a good job, I receive appropriate recognition or

rewards that I value3.81 33% 38% 32% 28% 44% 0% 31% 31% 32% 25% 58% 24% 23% 30% 19% 0% 31% 45% 26% 0% 40% 24% 36% 20% 31% 37% 60% 22% 33% 40% 31% 50% 50% 0% 20% 40% 16% 22% 35% 40% 37% 29% 34%

54I am recognized or praised when I go above and beyond the

call of duty4.10 40% 31% 46% 34% 50% 25% 37% 43% 40% 25% 50% 24% 39% 46% 27% 20% 41% 43% 39% 33% 36% 41% 41% 40% 35% 55% 60% 22% 41% 50% 41% 25% 50% 67% 40% 40% 23% 22% 50% 43% 52% 39% 27%

55 Promotions go to those who best deserve them 4.10 47% 62% 41% 46% 56% 50% 50% 41% 45% 75% 45% 59% 32% 55% 42% 40% 44% 46% 47% 33% 52% 33% 51% 60% 42% 66% 100% 56% 52% 60% 38% 100% 100% 0% 60% 60% 61% 44% 44% 40% 57% 46% 32%

56 People never back-stab each other to get things done 4.43 56% 65% 52% 54% 69% 50% 57% 57% 54% 100% 63% 59% 48% 61% 42% 60% 54% 30% 68% 33% 45% 59% 53% 80% 53% 66% 100% 44% 56% 50% 53% 100% 100% 33% 100% 60% 74% 89% 71% 34% 50% 63% 43%

57 My co-workers care about me as a person 4.88 69% 77% 68% 66% 63% 75% 69% 67% 67% 100% 68% 76% 55% 77% 69% 40% 68% 59% 73% 67% 55% 78% 75% 55% 67% 74% 40% 78% 74% 80% 66% 75% 75% 67% 100% 100% 77% 78% 65% 62% 74% 73% 57%

58 The people I work with often help each other 5.22 84% 88% 81% 82% 94% 100% 84% 83% 83% 100% 90% 65% 81% 88% 81% 100% 84% 73% 89% 67% 86% 86% 76% 100% 85% 82% 100% 100% 74% 90% 83% 100% 100% 100% 100% 100% 87% 78% 97% 76% 83% 89% 75%

59 I have a good friend at this organization 4.99 70% 77% 82% 56% 56% 25% 74% 64% 70% 100% 70% 76% 77% 70% 58% 80% 70% 80% 66% 100% 71% 76% 71% 50% 72% 63% 0% 44% 70% 80% 74% 50% 50% 67% 60% 80% 74% 56% 53% 79% 80% 72% 61%

60 I really like the people I work with 5.17 82% 96% 81% 78% 88% 75% 83% 81% 82% 100% 93% 82% 77% 86% 69% 80% 83% 68% 90% 100% 79% 90% 76% 90% 83% 82% 80% 89% 78% 80% 83% 100% 100% 67% 100% 100% 81% 89% 94% 74% 83% 85% 77%

61 My manager provides me with high quality feedback 4.40 53% 54% 56% 42% 75% 75% 54% 53% 52% 75% 48% 53% 45% 55% 69% 60% 53% 57% 52% 33% 62% 49% 54% 45% 51% 63% 60% 44% 63% 40% 53% 50% 100% 67% 80% 100% 48% 33% 47% 54% 59% 56% 45%

62 My manager helps me develop my career 4.14 44% 50% 51% 36% 38% 25% 40% 55% 44% 25% 48% 29% 55% 38% 46% 80% 45% 45% 45% 0% 40% 47% 44% 55% 43% 50% 40% 56% 70% 20% 40% 50% 100% 67% 80% 80% 35% 33% 50% 39% 59% 45% 30%

63 My manager helps me achieve better results 4.61 59% 58% 62% 52% 75% 50% 57% 64% 59% 50% 58% 47% 61% 59% 65% 80% 59% 59% 60% 33% 60% 63% 56% 60% 57% 68% 60% 67% 70% 70% 53% 75% 100% 67% 100% 100% 61% 33% 62% 54% 74% 61% 41%

64 I trust my manager 4.94 71% 62% 72% 72% 81% 100% 74% 69% 71% 100% 65% 53% 68% 77% 88% 80% 72% 70% 73% 33% 76% 71% 69% 75% 71% 76% 80% 89% 81% 90% 66% 50% 100% 67% 100% 100% 77% 44% 74% 67% 83% 70% 64%

65 My manager understands my job very well 4.91 70% 65% 72% 68% 75% 100% 67% 78% 71% 50% 75% 53% 71% 66% 85% 80% 71% 73% 70% 100% 74% 69% 69% 65% 71% 71% 40% 56% 81% 80% 69% 75% 75% 100% 80% 80% 68% 22% 79% 71% 80% 66% 70%

66 My manager inspires me to improve 4.36 50% 54% 42% 56% 63% 75% 50% 52% 50% 50% 48% 35% 58% 46% 65% 40% 50% 55% 48% 33% 55% 55% 44% 45% 50% 53% 100% 56% 67% 30% 46% 50% 75% 67% 20% 80% 35% 33% 47% 56% 57% 45% 50%

67 My manager cares about me as a person 5.01 73% 65% 80% 66% 75% 100% 71% 78% 73% 100% 68% 65% 81% 75% 81% 60% 73% 70% 76% 33% 76% 78% 73% 65% 74% 74% 60% 78% 81% 100% 70% 75% 75% 100% 100% 100% 77% 56% 71% 72% 83% 71% 70%

68 My manager trusts me to do my job well 5.10 80% 73% 77% 90% 88% 50% 82% 79% 80% 100% 75% 71% 90% 80% 85% 80% 80% 75% 83% 100% 71% 90% 80% 75% 80% 82% 80% 78% 81% 100% 78% 100% 100% 100% 80% 100% 90% 44% 79% 77% 93% 78% 70%

69 My manager accurately evaluates my performance 4.42 52% 50% 54% 50% 56% 50% 54% 52% 52% 50% 55% 35% 48% 57% 54% 60% 53% 50% 54% 33% 43% 59% 53% 55% 51% 58% 40% 56% 74% 50% 49% 50% 75% 67% 80% 40% 48% 33% 62% 50% 70% 51% 39%

70I would NOT take a 10% cut in my pay if given a job with

more responsibility at another company4.71 62% 69% 56% 66% 81% 50% 64% 60% 63% 50% 70% 59% 52% 70% 54% 60% 63% 66% 61% 67% 64% 57% 66% 65% 62% 66% 80% 56% 63% 40% 64% 75% 100% 67% 40% 100% 68% 56% 71% 55% 65% 66% 55%

71I would NOT take a 10% cut in my pay if given a job with

more work/life balance at another company4.55 60% 54% 58% 62% 75% 50% 57% 64% 60% 50% 60% 47% 61% 68% 50% 60% 61% 57% 61% 67% 69% 59% 53% 65% 61% 55% 100% 56% 52% 40% 63% 50% 75% 100% 80% 60% 52% 67% 62% 56% 61% 65% 48%

72I would NOT take a job at another company if given a 10%

raise in pay3.44 28% 23% 24% 32% 50% 25% 31% 24% 28% 50% 28% 18% 16% 36% 38% 20% 29% 36% 25% 33% 38% 27% 24% 25% 29% 26% 60% 33% 41% 20% 26% 0% 50% 67% 0% 40% 19% 33% 18% 33% 35% 27% 23%

73Customer satisfaction drives most things this organization

does4.21 46% 54% 42% 42% 56% 75% 47% 43% 45% 50% 68% 24% 39% 48% 31% 40% 45% 43% 47% 100% 43% 43% 42% 55% 46% 45% 40% 22% 41% 40% 47% 100% 50% 67% 40% 40% 42% 56% 56% 40% 43% 41% 52%

74 Our customers "love us" 4.27 43% 42% 43% 40% 50% 50% 41% 47% 42% 50% 55% 41% 45% 43% 19% 60% 42% 48% 40% 67% 52% 39% 34% 60% 42% 47% 40% 33% 44% 50% 41% 75% 100% 67% 60% 80% 32% 0% 38% 45% 48% 40% 43%

75This organization is better than its competitors at what we

do4.74 65% 58% 67% 64% 69% 75% 68% 60% 64% 75% 70% 41% 68% 73% 54% 60% 66% 73% 61% 100% 67% 76% 58% 50% 68% 55% 60% 67% 70% 50% 65% 50% 100% 67% 60% 60% 58% 67% 47% 74% 63% 67% 64%

76I am impressed with the quality of people at this

organization4.62 58% 65% 61% 50% 63% 75% 55% 67% 58% 100% 73% 29% 61% 68% 38% 40% 58% 52% 62% 100% 62% 55% 53% 75% 58% 61% 20% 33% 52% 50% 65% 75% 50% 67% 40% 80% 52% 56% 74% 56% 52% 66% 55%

77 This organization contributes to our community 4.71 62% 62% 58% 66% 63% 75% 62% 64% 62% 50% 70% 71% 55% 70% 42% 20% 61% 71% 57% 67% 57% 69% 58% 65% 63% 58% 100% 44% 63% 50% 63% 100% 0% 100% 80% 20% 58% 56% 56% 70% 54% 62% 68%

78 This organization has a very socially friendly atmosphere 5.19 83% 77% 89% 78% 81% 75% 81% 86% 82% 100% 93% 71% 74% 89% 73% 80% 83% 71% 88% 100% 83% 82% 81% 85% 85% 79% 80% 89% 78% 80% 83% 100% 100% 100% 80% 100% 87% 78% 88% 77% 83% 84% 82%

79 This organization has a bright future 4.96 70% 73% 70% 66% 81% 75% 72% 67% 69% 100% 88% 65% 58% 73% 62% 40% 69% 63% 74% 100% 69% 71% 66% 75% 73% 61% 80% 89% 63% 50% 70% 100% 100% 100% 80% 60% 65% 67% 76% 68% 70% 74% 64%

80People in this organization often go above and beyond the

call of duty4.85 68% 73% 62% 68% 88% 100% 66% 74% 68% 50% 80% 53% 65% 66% 77% 40% 68% 54% 76% 100% 71% 65% 63% 80% 71% 61% 80% 56% 70% 70% 68% 100% 50% 100% 60% 80% 81% 56% 85% 57% 65% 72% 64%

81The contributions of my department are recognized by

other departments4.18 49% 31% 49% 52% 56% 100% 56% 34% 50% 50% 50% 35% 45% 59% 42% 40% 50% 61% 44% 33% 45% 55% 51% 40% 50% 45% 60% 44% 52% 70% 49% 0% 0% 33% 0% 0% 48% 22% 50% 61% 41% 45% 61%

82 Departments work very well together to get things done 4.05 40% 46% 35% 40% 44% 50% 37% 45% 39% 50% 58% 24% 48% 32% 27% 40% 39% 48% 35% 33% 29% 53% 42% 15% 40% 39% 20% 11% 44% 40% 41% 75% 75% 100% 20% 20% 39% 11% 32% 45% 48% 35% 41%

83Our department is consulted when other departments

make key business decisions3.73 34% 42% 33% 26% 50% 25% 34% 33% 33% 50% 58% 41% 23% 29% 19% 20% 33% 41% 30% 67% 40% 33% 31% 20% 35% 29% 20% 22% 37% 20% 34% 75% 50% 33% 20% 0% 35% 22% 38% 35% 39% 27% 39%

84 Senior management inspires me 3.78 31% 27% 28% 30% 56% 25% 31% 31% 29% 50% 50% 24% 26% 32% 12% 20% 30% 39% 27% 33% 33% 24% 32% 30% 32% 29% 80% 33% 33% 10% 29% 50% 75% 67% 40% 0% 16% 44% 29% 33% 33% 32% 23%

85I have great confidence in the integrity of senior

management4.18 47% 54% 41% 48% 56% 75% 48% 45% 45% 75% 60% 47% 32% 50% 38% 40% 46% 45% 48% 67% 45% 55% 39% 45% 44% 58% 60% 67% 44% 40% 44% 75% 100% 67% 80% 20% 42% 44% 53% 41% 50% 46% 41%

86I fully understand the organization's overall business

strategy4.60 58% 54% 54% 62% 69% 75% 63% 48% 58% 50% 60% 35% 48% 64% 69% 60% 60% 52% 61% 67% 52% 57% 56% 75% 57% 63% 100% 100% 59% 50% 54% 50% 75% 67% 100% 40% 55% 56% 65% 54% 54% 59% 57%

87I understand the rationale of most of the business

decisions made by senior management4.18 46% 58% 38% 48% 44% 75% 47% 43% 44% 50% 55% 53% 35% 50% 27% 40% 45% 34% 50% 67% 31% 45% 53% 50% 42% 58% 60% 78% 48% 30% 41% 50% 100% 67% 60% 20% 48% 56% 53% 37% 43% 46% 43%

88Senior management regularly solicits feedback from

employees4.20 46% 46% 42% 48% 50% 50% 45% 45% 45% 25% 53% 41% 45% 45% 38% 40% 46% 48% 44% 33% 48% 39% 44% 55% 42% 58% 60% 67% 59% 30% 39% 50% 100% 33% 60% 20% 39% 33% 56% 43% 48% 43% 45%

89 Senior management acts on the feedback from employees 4.18 41% 42% 38% 38% 56% 75% 40% 43% 40% 50% 48% 47% 32% 41% 38% 40% 41% 38% 43% 67% 33% 43% 41% 45% 39% 50% 60% 67% 48% 40% 35% 50% 75% 67% 40% 20% 48% 33% 41% 38% 48% 39% 34%

90 I trust senior management 4.07 42% 62% 33% 42% 56% 50% 43% 43% 42% 25% 63% 41% 32% 41% 27% 40% 40% 50% 39% 33% 45% 41% 41% 40% 42% 45% 80% 44% 41% 40% 38% 100% 100% 67% 40% 0% 39% 44% 50% 39% 41% 43% 36%

91 Senior management deeply cares about its staff 3.94 37% 42% 30% 40% 44% 75% 37% 36% 36% 50% 55% 29% 29% 39% 23% 20% 36% 39% 36% 67% 24% 43% 37% 40% 34% 50% 60% 56% 41% 30% 34% 50% 75% 67% 40% 0% 32% 11% 50% 35% 37% 38% 34%

92 I am satisfied with the pay I receive for the work I do 3.43 29% 27% 25% 26% 50% 75% 33% 22% 29% 50% 33% 24% 16% 34% 31% 40% 30% 25% 31% 0% 19% 22% 34% 60% 30% 26% 0% 56% 41% 40% 25% 0% 25% 67% 0% 20% 35% 22% 41% 24% 35% 30% 20%

93My salary is competitive with similar jobs I might find

elsewhere3.43 29% 15% 25% 24% 69% 75% 30% 24% 28% 50% 30% 18% 19% 39% 19% 40% 29% 30% 28% 0% 21% 31% 24% 55% 28% 29% 20% 44% 37% 50% 25% 0% 25% 67% 0% 0% 32% 22% 38% 27% 33% 32% 18%

94 I receive better pay with better performance 3.86 37% 38% 37% 40% 38% 0% 43% 28% 38% 0% 55% 35% 32% 29% 38% 20% 38% 54% 29% 0% 48% 31% 41% 25% 38% 34% 20% 56% 48% 40% 34% 25% 50% 0% 0% 40% 26% 33% 18% 54% 41% 34% 39%

95 I am satisfied with my benefit package 3.95 38% 35% 43% 28% 44% 50% 40% 33% 37% 50% 45% 41% 29% 46% 23% 0% 37% 46% 34% 0% 29% 37% 39% 55% 37% 42% 40% 11% 41% 10% 41% 25% 50% 0% 60% 20% 42% 22% 29% 41% 46% 34% 32%

96My benefits are competitive with similar jobs I might find

elsewhere3.99 40% 38% 44% 34% 44% 25% 46% 28% 40% 50% 55% 41% 39% 41% 23% 0% 41% 46% 37% 0% 31% 49% 37% 50% 41% 37% 0% 22% 41% 30% 45% 0% 50% 0% 20% 20% 39% 44% 47% 41% 43% 39% 41%

97 We have special and unique benefits here 4.07 35% 35% 42% 26% 38% 25% 37% 33% 35% 50% 35% 47% 45% 32% 31% 0% 36% 29% 39% 33% 33% 31% 37% 45% 38% 29% 20% 44% 37% 30% 34% 25% 50% 33% 40% 40% 35% 33% 47% 30% 46% 35% 25%

98 People are treated fairly in this organization 4.00 39% 46% 34% 38% 50% 50% 44% 29% 38% 75% 53% 35% 26% 45% 31% 0% 37% 39% 39% 67% 31% 41% 37% 45% 38% 45% 60% 56% 44% 30% 35% 75% 50% 33% 20% 20% 52% 33% 41% 35% 48% 35% 32%

99No one in this organization discriminates based on age,

gender, sexual orientation, religion or ethnicity4.95 71% 81% 67% 72% 75% 75% 79% 57% 71% 100% 75% 59% 71% 82% 54% 60% 71% 71% 71% 100% 74% 67% 69% 75% 70% 76% 60% 89% 67% 80% 71% 75% 100% 33% 60% 60% 81% 67% 74% 70% 70% 73% 73%

100 I am always physically safe while at work 5.43 89% 96% 87% 88% 88% 100% 93% 83% 89% 100% 98% 82% 90% 89% 77% 100% 89% 88% 90% 100% 86% 90% 90% 90% 88% 92% 100% 100% 89% 100% 86% 100% 100% 67% 80% 100% 87% 89% 94% 88% 89% 91% 84%

101 I am never emotionally harassed at work 4.82 70% 73% 71% 60% 88% 100% 75% 60% 69% 100% 73% 47% 74% 79% 58% 80% 69% 57% 76% 100% 67% 69% 71% 70% 69% 74% 80% 78% 67% 90% 66% 100% 100% 67% 60% 100% 71% 67% 82% 63% 80% 72% 57%

102I am able to maintain a balance between my work and

personal life4.31 48% 58% 46% 40% 50% 100% 46% 48% 46% 75% 58% 47% 39% 52% 35% 40% 46% 46% 48% 67% 55% 37% 46% 60% 45% 55% 60% 22% 44% 60% 48% 75% 50% 67% 60% 20% 39% 33% 56% 49% 41% 46% 57%

103 I find my stress levels at work manageable 4.21 48% 50% 47% 38% 75% 75% 50% 45% 46% 75% 63% 41% 42% 50% 31% 60% 47% 41% 51% 67% 43% 51% 44% 55% 45% 58% 80% 33% 48% 70% 45% 75% 100% 67% 60% 40% 42% 44% 68% 38% 50% 50% 43%

104 We have enough staff on our team to get the job done 3.56 27% 50% 23% 20% 19% 50% 27% 24% 26% 25% 43% 18% 26% 18% 23% 40% 25% 29% 25% 0% 29% 29% 22% 30% 24% 34% 20% 11% 22% 30% 26% 50% 75% 33% 20% 0% 26% 33% 21% 29% 22% 26% 32%

105 I am a top performing employee in my department 4.71 63% 54% 68% 66% 63% 25% 62% 67% 64% 25% 38% 65% 74% 71% 73% 80% 66% 61% 66% 100% 52% 65% 68% 65% 60% 79% 100% 100% 93% 80% 53% 50% 75% 100% 100% 100% 58% 67% 56% 61% 89% 63% 34%

106My last performance review accurately reflects my

performance3.85 33% 50% 32% 28% 38% 0% 36% 29% 32% 25% 30% 29% 32% 38% 35% 20% 32% 34% 33% 0% 19% 39% 39% 35% 31% 39% 20% 33% 44% 30% 30% 75% 50% 0% 60% 60% 42% 33% 32% 28% 41% 34% 23%

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McLean & Company 61


Customer FocusCompany Potential


Culture

Working Conditions

Development




Compensation

BenefitsCo-worker

Relationships

Improve

Evaluate

Leverage

Maintain

Low

High

Low High

Driver

Importance

Driver Score

Job Driver Organization Driver Retention Driver

Spinal Injuries Association Should Focus on the Improve Quadrant First

McLean & Company 62

Top Three Areas for Improvement

1. Customer Focus

• Placed in the “Improve” quadrant: Low scoring driver with a medium importance

score.

2. Company Potential

• Placed in the “Improve” quadrant: Medium scoring driver, with a medium importance

score.

3. Manager Relationships

• On the edge of the “Improve” and “Leverage” quadrants: Medium scoring driver,

with a medium importance score.

McLean & Company 63

3 Phase Process

To get started, we’ve outlined some next steps that

you can adapt as you see fit.

Engagement Action Plan

Phase 1: Understanding of Results • All managers understand survey results. • Management/HR identify top three priority drivers through

engagement survey results.

Phase 2: Soliciting Staff Feedback • Solicit staff input on issues and idea generation. • Senior managers or managers review, assess, and compare

initiatives.

Phase 3: Implementation • Roll out chosen initiatives. • Communicate from start to finish.

McLean & Company 64

Q & A Discussion

McLean & Company 65

For more information, please call

1-877-281-0480 (+1-519-936-2659)

Or visit us online at www.mcleanco.com.

http://www.abcresearch.com/

Documents

Bringing Best Practices, Engagement Programs, and ...€¦ · “Employee engagement” is “job satisfaction” 2.0. A satisfied employee comes to work content each day. An engaged