Best practices: recruitment and retention
Best Employers Award for 50 Plus Canadians winner

The Catholic Children's Aid Society of Toronto provides stability and continuity in a high-stress, high-turnover field by listening to what mature workers want – and giving it to them.

In a field notorious for stressful job conditions, burnout and high turnover, the Catholic Children's Aid Society of Toronto (CCAS) has succeeded in improving retention and recruitment by developing programs specifically geared to mature workers. Its innovative initiatives have resulted in many awards, including three consecutive Best Employers Awards for 50 Plus Canadians.

The Organization

CCAS is one of the largest child protection agencies in Canada with almost 600 employees, as well as hundreds of volunteers, foster families and adoptive parents. Providing protective services to Catholic children seven days a week, 24 hours a day, CCAS is one of four such agencies in Toronto funded and regulated by the Ministry of Children and Youth Service.

The majority of CCAS employees are Child Protection Workers responsible for the investigation and assessment of children in need of protection, accessing services for children and families and acting as the "legal guardian" of children in care. In addition, there are front-line workers responsible for the adoption and placement of children in foster homes, group homes, or outside resources. Providing support are Health Specialists, Parent Support Workers, Social Service Assistants, Child Care Workers, lawyers, law clerks, psychologists, consulting physicians and psychiatrists, as well as administrative, operational, profes­sional, technological, finance and human resources staff. Women make up 84% of the workforce, of which 27% is 50-plus.

The Issues

Child welfare is notorious for its high turnover rate. Workers frequently leave within two years because of job demands and/or burnout. Stressful aspects of the job include heavy caseloads, frequent court appear­ances, paperwork and accountability requirements, unpredictable hours, public scrutiny, low salary (in comparison to other professions), the complexity and responsibility of the child protection role and personal safety. Yet the retention of an older, experienced workforce is essential for CCAS to provide continuity, stability, and wisdom in a stressful environment.

In 2001, a retention study revealed that staff would stay if certain conditions could be met. What did they want? To continue to make a difference and contribute to society; to learn and be challenged; and to have the time to take care of their families and themselves. As a result of these findings, CCAS introduced a number of changes to improve staff retention and recruitment.

The solutions

The first change was to increase child protection staff by 64%. Long‑term employees were asked to assist by recom­mending potential candidates. For each successful referral, staff members received $500. Hiring more child protection staff meant a reduction in individual case loads and a 62% improvement in turnover, from 9.5% in 2000 to 5.9% in 2005. The provincial average in 2005 was approximately 15%.

Secondly, CCAS implemented the New Worker Training Program, with one centralized supervisor responsible for new worker training and five to10 branch-based coaches to provide onsite teaching and support. This offers an excellent opportunity for experi­enced workers to share their knowledge.

The Society provides many other training initiatives for all employees. Some are mandatory and some provide more specialized knowledge that experienced employees may wish to acquire. In addition, there is no age limit for secondments and CCAS subsidizes 100% of the tuition for courses related to work.

To further retain older workers, the CCAS is breaking new ground in the area of medical benefits by covering expensive drugs needed to treat catastrophic illnesses. Such drugs are not normally covered by most organizational drug plans and can eat into mature workers' retirement savings. The agency also supports employee wellness through expanding access to alternative medical services. One surprising result of this coverage is that CCAS has enjoyed a decrease in drug claims as a direct result of increased claims for alternative medical treatments.

The CCAS also has a comprehensive recognition program that includes an Annual Long Service Recognition Bonus for 10 years or more service. On their anniversary date each year, an employee receives $525. For staff serving 20 or more years, a Recognition of Long Service Leave is provided (in addition to normal vacation entitlement) in the calendar year in which the service is completed. Another initiative is the annual recognition dinner honouring long service. Awards are presented in five-year increments, from five to 40 years. All retirees are invited to attend and celebrate with current staff.

Retirees are an important resource at CCAS. and continue to play an important role. Many CCAS retirees continue their professional association with the Agency by offering to return to work on occasion, acting as floaters where needed. Others choose to become volunteers with the Society. Retirees also play an important role in the Society's educational seminars on retirement planning, sharing their experiences and imparting advice to those employees preparing for their own retirements.