2014 Internal Staffing Benchmarks

PRESENTED BY KATHY DUPUY AND STUART DUPUYMom’s Best Friend

Goals of the Survey• Benchmark the industry office staff

• Benchmark your agency against industry norms

• Knowledge sharing

• Identify opportunities

Survey Results

Demographics of Respondents

Respondents: 54

Positions/Titles in the Office

Respondents: 54

Number of long-term client families that can be effectively managed by one Placement Counselor

Respondents: 54

Average monthly number of temporary jobs (can be multi-day) staffed per person

Respondents: 52

Average number of candidate interviews per month (per market)

Respondents: 54

Tenure of Office Employees

Respondents: 51

• Average full time (30 hrs+/wk) tenure: 5 years

• Average part-time (<30 hrs/wk) tenure: 3 years

Hours of Operations

Respondents: 55

Weekdays:

• By far the most common: 9a – 5p (27)

After-Hours Weekdays:

• Not available after-hours (15)

• On-call / available for emergencies (14)

Saturdays

• Not available after-hours (19)

• On-call / available for emergencies (7)

Sundays

• Not available after-hours (19)

• On-call / available for emergencies (10)

A few man the phones 24/7

Typical Employee Schedule

Respondents: 55

Flexible Work Options

Respondents: 55

Included in Compensation Packages (in addition to base)

Respondents: 35

Commission Structure IdeasAssistant/Administrative Staff

• % of placement

• $200 flat pay per placement

Staffing Specialist/Recruiting

• $1-3K per year based on exceeding monthly goal

• $300 flat pay per placement

Placement Counselor

• $5-12K per year based on exceeding monthly goal

• 8-10% of overage in their region

• % of placements (3.5% and 5% were mentioned)

• $400 flat pay per placement

• 20% commission paid on gross revenues above last year's (paid quarterly)

Director/Manager

• Quarterly bonuses based on revenues

• 8-10% of overage for their team for sales managers

• $500 flat pay per placement

• 20% of sales

Respondents: 14

Typical Annual Raise (including base salary, bonuses, commission, etc.)

Respondents: 27

Benefits Given by Position

Respondents: 20

Vacation Time by Tenure

Respondents: 24

For every dollar that you pay your sales staff, how many dollars in sales do they bring in?

• Long-term Sales Staff (Nannies, Household Staff)o Most common answers: ~$2.50 average

• Babysitter/Temp Nanny Sales Staffo Most common answers: ~$2.50 average

• Senior Care Sales Staff (if applicable)o Too few answers

Respondents: 24

Technology Used• Contact Managemento Custom (5)

o GTM NannyJobsPRO (3)o Constant Contact (3)o Google/Gmail (3)o Filemaker (2)o Other: ACT; ABD and FOF; Zoho; Bullhorn;

Highrise; Salesforce; infusionsoft

Respondents: 22

Technology Used (cont.)• Caregiver Booking and/or Matchingo GTM NannyJobs PRO (4)

o Custom (5)o Other: Google Docs (2), Filemaker, FOF, E-

mail, Zoho Creator, Google Calendar, Excel, Highrise, Salesforce, infusionsoft, Switching to CareMatchPro

Respondents: 21

Technology Used (cont.)• Caregiver Availabilityo Custom (5)

o GTM NannyJobs PRO (4)o Other: Google Docs, Filemaker, FOF, Excel,

Google docs, Highrise, Salesforce, infusionsoft, Manual (E-mail, Zoho Creator, Google Calendar)

Respondents: 20

• Financialso Quickbooks (14)

o Custom (2)o Peachtreeo Zoho Invoice

Respondents: 22

Technology Used (cont.)

Technology Used (cont.)• Office Phoneso Avaya (2 – 1 mentioned that it was awful)

o VOIP (3 – 2 use 8x8, Inc.)o Other: Verizon, Panasonic, Cisco ip phones,

Samsung, Grasshopper, Google Voice, ICS - phones / Grande – internet, Nortel phones, Century Link, Verizon, ATT, Vonage Business Solutions, Aptella, Multi-line phones, Ring Central

Respondents: 22

Technology Used (cont.)• Mobile Phoneso iPhone (9)

o Carriers Mentioned: Verizon (6), AT&T (5), Sprint

o Google, Google Voice

Respondents: 25

Technology Mentioned Specifically for Efficiencies• NannyJobsPRO (automation)

• Google Voice for transcribing voice mail

• RightSignature/Docusign for online contract signing

• Search Engine Optimization

• Online sourcing/social media for recruiting

• Google Docs for sharing

Process• Candidates

o Most agencies have an online application

o Emailing/texting with caregivers common

o A couple of mentions of social media used for recruiting

• Clients:o All mention email and phone communication

o A couple of mentions of texting and in-home consultations

o Online contract signing was mentioned by several

o Several mention a matching program/system

o A couple of mentions of online request forms

Billing Frequency• Weekly (12)

• Bi-Weekly (3)

• Monthly (10)

Respondents: 25

Survey Highlights

Report Highlights• Average long-term jobs per staff member at any given

time (for quality service) = ~10

o As the numbers multiply, it is better to split the roles to

gain efficiencies

• Average temporary jobs staffed per person per month

o 20-29 family | 10-19 corporate

• Average Candidate Interviews/mo/market (if service is

offered)

o Babysitters: 6-9 | Nannies: 11-12 | Housekeepers: 7-10 | Senior

Care: 1-5 | Other Household Staff: 6-9

Report Highlights (cont.)• Average tenure = FT: 5 years; PT: 3 years

• Typical hours of operations: 9a-5p M-F

o 1/3 of agencies not available after-hours

o 1/3 of agencies available on-call for emergencies after-hours

o 1/3 of agencies with regular after-hours schedules

• Average payroll as a percentage of revenue is 35-45%

o For every $1 paid to sales staff, average sales brought in is $2.5 (29%)

• Typical annual raise = 3-4% (based on job performance and

tenure)

Report Highlights (cont.)• Benefit Norms:

o 95% provide health insurance (half partially paid, half

fully paid); average contribution: $260

o 40% provide /provide access to dental insurance

o 28% provide /provide access to vision insurance

o 38% have a retirement/IRA plan (matching varies)

o Vacation/PTO: Year 1: 1-2 weeks, Years 3-8: 2-3

weeks, Years 9+: 4 weeks