Human Resources Manager Training Booklet OVERVIEW Sweet Jesus takes pride in having safe, positive and productive working environments. To that end, we are committed to maintaining an extremely high standard of human resources and employee relations practices that adhere to local employment/labour laws and legislation. While each ice cream shop will be required to work within the confines of country, state, provincial or other specific frameworks, generally, all shops, regardless of the location or corporate affiliation, must follow a number of guidelines set out by the Sweet Jesus corporate Human Resources team. Such guidelines not only ensure that we are protecting the Sweet Jesus image and brand, as well as safeguarding the company from unnecessary legal repercussions, but also, assist us with hiring talented, passionate individuals and ultimately keeping them engaged, challenged and inspired. In the following booklet, you will find various procedures which are intended to help management with navigating related aspects of the employment relationship, including from recruitment to terminations, and everything in between. If you have any questions regarding human resources practices or the contents of this document, please email the Human Resources Manager at [email protected]. 1 TABLE OF CONTENTS ● Recruiting o High Level Full Cycle Recruiting Process o Full Cycle Recruiting Best Practices ▪ Posting a Job ▪ What to Look for When Reviewing a Resume ▪ Interview Process ● Before the Interview ● Sample Interview Structure Outline ● During the Interview ● Ground Rules for Interviews ● What Can/Can’t I Ask During an Interview ● Interview Questions ● After the Interview ● Discrimination in Hiring ● Onboarding, New Hire Documents and First Day Details ▪ Offer of Employment ▪ Confidential Employee File ▪ Preparing for the First Day ▪ New Hire Paperwork ▪ Legislative Compliance Training ● Performance Management o 90 Day Probation o Annual Reviews o Do’s and Don’ts of Performance Review Meetings o Open Door Approach and Two-Way Feedback o Performance Improvement Plans o Progressive Discipline o Progressive Discipline Best Practices ▪ Document, Document, Document ▪ Witnesses ▪ What to Do if the Employee Won’t Sign ● Departure Process o Termination for Cause o Termination Without Cause o Involuntary Termination Process – Best Practices ● Health and Safety o Commitment o Requirements o Committees/Representatives ● Workplace Violence and Harassment o Definitions o Investigation and Resolution Process 2 o Workplace Violence, Discrimination and Harassment Best Practices ● Accommodation and Accessibility o Assistive devices and Alternative Service Methods o Communication o Service Animals o Support Persons o Notice of Temporary Disruptions o Training o Feedback Process o Policies o Website 3 RECRUITING Sweet Jesus takes great care to hire the right people, as they are the face and voice of our brand. It’s important to find employees that will exude the Sweet Jesus brand and spirit, work well in team settings and offer our customers exemplary service. The purpose of this section is to identify “best practices” in hiring people who will contribute to the overall success of the company as well as embody the characteristics described above. HIGH LEVEL FULL CYCLE RECRUITING PROCESS Full cycle recruiting refers to the entire recruiting process. The steps include: 1. Getting the approval from the approving authority (your manager/general manager/HR) to hire a new or replacement hire 2. Getting approval on salary or wages for the role 3. Developing a clear job posting for the new hire 4. Posting the role on job boards, advertising on social media, or directly sourcing candidates 5. Screening candidates and preparing to interview them 6. Interviewing candidates 7. Checking references 8. Presenting an offer to finalists and negotiating the details, as required 9. Onboarding the new hire FULL CYCLE RECRUITING BEST PRACTICES Posting a Job 1. Look at your job descriptions to see if they match the requirements of the job. 2. Update the job posting if required 3. Ensure that language surrounding accommodation is included in the job posting, as follows: Sweet Jesus is committed to providing accommodation for applicants with disabilities in its recruitment processes. If you require accommodation at any time during the recruitment process, please email [Human Resources Contact]. 4. Post online to local job sites – assess whether paid advertising is required 5. Start to review applicants within the first one – two weeks 6. Call or email the candidates who match the requirements detailed in the job description to set up either a phone screen or an in-person interview 7. Remember to remove the job posting when your search is over 4 WHat to Look For WHen Reviewing a Resume Screening resumes can be time consuming and challenging. Below are some tips to assist you in reviewing resumes. Look for: 1. Unexplained gaps in work or education chronology 2. Conflicting details or overlapping dates 3. Career regression or “downward” trends 4. Frequent movement or multiple shifts in career path INTERVIEW PROCESS The purpose of an interview is to collect information that has not been provided in the resume or application form. The interview assists companies in identifying candidates who have the necessary knowledge, skills and abilities to perform well in a role. As the interview is the first impression that a candidate will have of the company, we want to ensure that we give potential candidates a positive impression. Below are some tips to assist you in structuring an organized and professional interview. Before the interview 1. Prepare and standardize the questions to be asked 2. Slot out of your day the appropriate amount of time that you will need for an interview 3. Determine who from the company will sit in on the interview 4. Review the applicant’s resume and the job description 5. Arrange in advance for the location you want the interview to take place 6. Structure the interview - Structuring the interview is key to getting the most out of the time you will spend with the candidate. By setting an agenda: the interviewer can: put the candidate at ease by removing the unknown; establish parameters that will keep the interview on track; and prevent the interview from becoming a two-way chat. Sample Interview Structure Outline Time spent on each of these areas will vary depending on the role and level. Hiring managers are encouraged to use their discretion: 1. Greet the candidate and build rapport: this is a good opportunity to use icebreakers as a means of putting the interviewer and interviewee at ease. Some examples of icebreakers include: Did you have any problems finding us today? Have you been here before? Are you enjoying this weather? Can I offer you a glass water or a cup of coffee/tea? 5 2. Introductory statement: take this opportunity to describe the role and company in more depth. Briefly outline the structure of the job, and who the role will report to. At this time, discuss the interview structure – for example “I have a number of predetermined questions that I am going to ask you. When I am done, you will have an opportunity to ask me any questions that you may have!” 3. Review of candidates resume/interviewer ask questions/candidate provides information 4. Candidate has the opportunity to ask questions 5. Wrap up interview: At this time, inform the candidate of when you hope to have a decision made and how to you will communicate this decision. Thank the candidate for coming in to meet with you and escort them out of the building or room, if appropriate. During tHe Interview 1. Take notes and ensure that these are saved to a confidential file 2. Establish fit for the role – review and validate the candidate’s experience 3. Establish fit for the company and your team 4. Is accommodation required? Are there any days of the week the candidate cannot work or any other issues with meeting the schedule requirements for the role? 5. Remember to tell the candidate why this is a great place to work 6. Determine salary expectations 7. Disclose realistic job previews (RJPs) – RJPs are intended to improve the fit between the job candidate and the company. The primary goal of RJPs if the reduce turnover by providing job candidates with accurate information about the job and the company. As an interviewer, you are required to make known to candidates both the positive and negative aspects of the job and the company (i.e. late hours, customer interaction, degree of physical risk, etc.). RJPs deter candidates from accepting a position on the basis of unrealistic expectations. Better informed candidates are more likely to be a good fit for the position. Ground Rules for Interviews 1. Meet with all eligible candidates 2. Show respect for the candidate by being on time for your interviews, putting your phone away, and directing your full attention to the candidate 3. Be an active listener 4. Pay attention to the non-verbal cues 5. Provide information as freely and honestly as possible 6. Use your questions effectively 7. Separate facts from opinions and inferences. 8. Attitude and positivity throughout the interview – the job interview process is just as much an interview for each candidate to determine a right fit for them, as it is for the company to determine best fit for a position 9. Control the course of the interview 6 WHat Can/Can’t I Ask During an Interview Subject WHat You Cannot Ask Alternative Questions You Can Ask Religion What religion do