HRO Today July/August 2017 - 14

Cover Story
in just the first month, which has now increased to 97
percent.
" If the leadership team is participating, that drives
usage within the organization, " says Brennan.
Crea agrees: " Horizon leadership continues to be the
top users of the system. " Managers have the ability to
align their acknowledgments to company values and
desired behaviors. " Core competency " recognitions
include communicating with impact, adaptability,
customer focus, driving for results, developing self, and
others.
" This stems from the tenant of what gets recognized,
gets repeated, " explains Crea. " Core values are the
behaviors we want our employees to exemplify. For
example, customer focus is a core competency of
the organization. You will see in the system how an
employee went above and beyond for a member. That's
a behavior we want to encourage and see repeated.
Peers will see what behaviors get recognized and will do
it too. "
Managers have a certain amount of points to allocate
to team members throughout the year. These points
are rewarded through core competency recognitions as
well as boosts. Managers can even purchase more points
if they have a special project or event coming up. For
example, the company hosted an important training
on member experience and incentivized employees to
take it early by offering the chance to win additional
points. This strategy increased interest, response, and
participation.
The Results
[14]
HRO TODAY MAGAZINE
| JULY/AUGUST 2017
Attrition has fallen steadily
since the adoption of the
Step It Up program: In 2013,
turnover was
15%
6%
and the anticipated rate
for 2017 is
Some of the main rewards for Crea and her HR team
members are the measurable results of the program.
First of all, employees love it, she says, with adoption
rates at 97 percent and an average of 15 recognitions
per employee per month. Top performers earn a
monthly average of 19 recognitions. Since the program
launched, there have been 20,000 award redemptions.
Horizon Blue Cross Blue Shield of New Jersey's 2016
employee survey showed the recognition program as
best in class compared to the industry average, with an

HRO Today July/August 2017

Table of Contents for the Digital Edition of HRO Today July/August 2017

HRO Today July/August 2017 - 1
HRO Today July/August 2017 - 2
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