In part one of this series, we examined the importance of creating an ideal candidate journey during the hiring process, including solutions to common challenges. Here, we explore the interview process and how to use staff feedback and metrics to improve the overall journey.
How to Craft an Ideal Interview Process
At Five Star Senior Living, interviews are structured so that staff can assess the candidate’s skills as well as their cultural fit. The process typically begins with a brief phone screening to discuss a candidate’s background and experience. The phone screening is followed by a more in-depth in-person or virtual interview. “During the interview, we ask a mix of behavioral and situational questions, focusing on how candidates have handled real-world scenarios, particularly those related to senior care, teamwork, and customer service,” says Lisa Santucci, senior manager of talent acquisition at Five Star Senior Living. “We also give candidates the opportunity to ask questions, ensuring the conversation is two-way. Additionally, we assess soft skills like empathy, communication, and problem-solving, which are critical in senior living settings.”
Jill McGroarty, vice president of human resources at Maplewood Senior Living, describes a similar process that starts with a phone screening to assess a candidate’s qualifications and alignments with the community’s values. “Next, we conduct behavioral-based interviews to evaluate how candidates have handled situations in the past, ensuring they have the skills and approach needed for the role,” she explains. “Finally, we offer shadow days to give candidates a firsthand look at the job and assess their fit with the team and community.”
The community uses behavioral assessment tools to gain greater insight into a candidate’s natural behavioral drives and needs when hiring for leadership positions. “This assessment helps us predict how individuals will behave in various situations, which provides insight into their personality traits and leadership potential,” McGroarty says.
She notes that a meet and greet final approval session with the Executive Director is also a best practice. This final meeting ensures that the Executive Director endorses the candidate the hiring team has chosen.
Aaron Marcum, founder at Breakaway365, advocates for carefully choosing questions to gauge a candidate’s alignment with the community. “I cannot overstate the importance of asking questions of candidates that get to the root of their own personal purpose, to ensure it is aligned with the company’s,” he says. “Simon Sinek, author of Start With Why, calls this mapping the journey from their point of view. Get to know what makes them tick and why early on, and if it aligns with the company’s mission and values.”
How to Encourage Candidate Questions
Five Star Senior Living works to create an open and transparent hiring process, so candidates are comfortable asking questions. “From the very beginning, we set the tone by encouraging candidates to ask questions during the initial phone screening and throughout each stage of the interview process,” Santucci explains. “We also allocate dedicated time at the end of every interview for them to address any concerns or curiosities.” Candidates receive clear information about the role, team, and company culture, and are encouraged to reach out to the Talent Acquisition team at any time with follow-up questions.
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In part one of this series, we examined the importance of creating an ideal candidate journey during the hiring process.
