Workforce of the Future

For Carolina Aceves, technology and health care go hand in hand.

Shortly after completing a new online digital fluency course for Kaiser Permanente employees, she saw firsthand how technology can transform a life. Her mother needed a kidney transplant, but neither she nor her siblings were a match. In October 2017, however, in a series of matches orchestrated through a national computer system, she donated a kidney as part of a chain of donations that resulted in her mother receiving a kidney.

In December, she returned to work at the California Service Center in San Diego, where she is an account administrative representative, fielding calls from KP members and answering their questions. She also chairs a young leader council for OPEIU Local 30 — and is leveraging that role to mobilize all represented members of her unit-based team, urging colleagues of all ages to take the digital fluency course.

“Health care is changing,” Aceves says. “Be current. Do your homework. Advance your career.”

At ease with technology

Digital fluency is one of four critical skills that will be essential in the health care of the future. The new online program, which helps participants understand the role of technology in health care, is free to workers represented by a union in the Coalition of Kaiser Permanente Unions through the Ben Hudnall Memorial Trust, the SEIU UHW-West & Joint Employer Education Fund, and National Workforce Planning and Development.

The national workforce office also is developing programs for the other three critical skills — consumer focus, collaboration and process improvement — as part of a larger strategy to encourage employees to upgrade their skills, advance their careers and meet the changing demands of health care.

“Whether you work in a medical center, clinic or office, we encourage employees to take the digital fluency program,” says Monica Morris, the director of National Workforce Planning
and Development.

Digital fluency skills are good for workers, KP members and the organization, says Jessica Butz, the coalition’s national coordinator for Workforce Planning and Development. While some may fear technology will eliminate jobs, the push at KP is to use it not to replace workers but to enhance the care and service they deliver.

“Learning these critical skills will prepare our workers for jobs in the future and give them the tools to shape and improve care for our members and patients,” Butz says.

One of a manager’s most important roles may not appear on the job description — but goes hand in hand with getting results.

“Managers have a key role in helping employees build successful careers,” says Maria Aldana, a career counselor with the SEIU UHW-West & Joint Employer Education Fund, one of two education trusts supported by the Labor Management Partnership between Kaiser Permanente and the Coalition of Kaiser Permanente Unions. “A great leader creates other leaders.”

Fortunately, Kaiser Permanente managers have many ways to support their employees’ development and ensure their department’s success. Here are five.

1. Have career conversations with employees. Talks can be brief and happen anytime and anywhere during the work day, not just during annual performance evaluations. Get tips at Kaiser Permanente’s leadership and management portal (sign-in required) and at Skillsoft @ KP (sign-in required), an on-demand, mobile-ready catalog of learning resources.

“We need to keep and grow our people so they are ready for the changes in health care,” says Beth Levin, a career counselor and outreach coordinator with the Ben Hudnall Memorial Trust, which serves all members of the Coalition of Kaiser Permanente Unions outside of SEIU UHW.

2. Know what resources are available. HRconnect and KP Learn have resources available for all KP employees, and the LMP website offers tips, tools and practices for individual and team development. Employees can learn about the four critical skills, explore career paths and access tuition reimbursement at kpcareerplanning.org.

The two education trusts offer courses at every level of development, many at no cost to employees, as well as career counseling, tuition assistance programs and more.

3. Work with career counselors. Education trust career counselors can tailor training, provide one-on-one career planning and coaching, and help with skill assessments.

For example, an indexing clerk manager in Colorado told Aldana how his employees needed more computer skills to keep doing their jobs effectively. She met with employees, discussed changes in their field, informed them of available resources and developed a plan that included onsite training.

4. Schedule time for employees to take classes. “Labor and management can come up with a schedule that works and we can offer the training,” Aldana says. “We usually can find vendors that come on site.”

5. Look for development opportunities for employees. Managers can suggest that an employee lead a huddle, serve on a committee, or become an active unit-based team participant or health and safety champion to “gain experience, build skills and network,” Levin says.

Building such engagement can get employees excited about change and encourage them to build their skills.

“When one person is successful, it inspires and motivates other people,” says Levin.

Looking to stay current in the fast-changing world of health care? You’re not alone.

Kaiser Permanente leaders, labor representatives and industry experts offered insights at November’s Workforce of the Future Conference in Berkeley, California.

“We’ve made a lot of progress over the last few years,” said Monica Morris, director of National Workforce Planning and Development, who welcomed the audience of 200 labor and management representatives tasked with advancing the Labor Management Partnership’s Workforce of the Future initiative. “Now it’s time to do even more.”

Here are six strategies you can follow to prepare for the workforce of the future.

Learn new ways to work. During the Industrial Revolution, cobblers and weavers had to adapt or get left behind. This process continues today—only now, it’s happening faster, said keynote speaker Art Bilger, founder and CEO of WorkingNation, a nonprofit group seeking solutions for economic change.

“The solutions are local,” he said. “Communication of these issues and solutions is critical.”

Become lifelong learners. Skills used to last a lifetime and career paths were clear. Now there’s a new development every 18 months. Get on the cutting edge and imagine the opportunities technology provides.

“Be deeply curious. We’re all newbies,” said keynote speaker John Seely Brown, an author, scholar and former director of the Xerox Palo Alto Research Center, who gives high marks to the innovative learning approach of the new Kaiser Permanente School of Medicine.

Keep developing your career. Age is not a barrier to lifelong learning, said keynote speaker Sandi Vito, executive director of 1199SEIU Training and Employment Funds, which partners with Montefiore Health System in New York.

“People tend to think that employees in their 50s can’t aspire to career advancement,” Vito said. “It just requires different approaches. Adults learn more by doing.”

Indeed, the average age of participants in the two LMP-supported educational trusts (Ben Hudnall Memorial Trust and SEIU UHW-West & Joint Employer Education Fund) is 44.

Use available resources. Kaiser Permanente employees have many resources to advance their careers, including targeted training programs for workers represented by the Coalition of KP Unions.

To start, learn four critical skills that will be essential to the future of health care. A digital fluency program launched in October, to be followed by programs in consumer focus, collaboration and process improvement.

“We don’t know what the jobs of the future will be,” said conference facilitator Tony Borba, Northern California regional director for The Permanente Medical Group. “We need to use our resources so we are ready for changes in the workforce.”

Tap the power of partnership. As Kaiser Permanente and the Coalition of KP Unions have successfully partnered, Montefiore and 1199SEIU have developed collaborative training programs, such as community health worker apprenticeships that benefit employees, the organization and the community, said keynote speaker Lynn Richmond, Montefiore’s chief strategy officer.

Get involved. The conference produced actionable ideas such as developing a communications strategy to show the value of continuous learning and generate more on-the-job training. Other ideas included apprenticeships and reverse mentoring.

“How do we leverage the power of preceptors, mentors and the educational trusts?” said conference speaker Jessica Butz, the union coalition’s national program coordinator for Workforce Planning and Development. “This is your chance to help shape what we do at Kaiser Permanente.”