DRIVE is well-being improvement solutions provider Healthways, Inc.’s eight-month professional development program for high-potential front-line colleagues. The original 2012 pilot focused on elevating the skills and business acumen of 13 health coaches from four Well-Being Improvement Call Centers (WBICs). Nine of the 13 were internally promoted while in the program. Two other participants who maintained their current roles took on high-profile, customer-facing projects. The participants from that program also met with Healthways’ Board of Directors, offering insights into how the organization can continue to improve and deliver on its corporate objective to “Operate with Excellence.”
In 2013, the second phase of the program targeted Healthways’ remote Fitness business unit colleagues. Fifteen Fitness account managers gained a greater perspective on the business, furthered their own development, and connected to the larger organization. Seven of those colleagues have been internally promoted since DRIVE concluded.
In 2014, Healthways offered DRIVE to the largest audience ever—supporting 32 front-line WBIC colleagues, including health coaches, clinicians, and customer service representatives (CSRs).
Program Details
The DRIVE program has four primary components:
- Weekly Instructor-Led Training Sessions. Whether in-person or via video conference, colleagues benefit from topics focused on helping them KNOW the business, GROW professionally, and LIVE WELL. Topics include business unit spotlights, gift and strength identification through StrengthsFinder, Power of Purpose or True Colors discussions, feedback skill building, conflict resolution, presentation and communication skills, and career strategies.
- Mentoring. After participants identify their strengths and learn about how Healthways is structured and potential career paths, they connect with DRIVE project leaders to explore potential mentors. Once mentors are confirmed, participants and mentors together set expectations and meet one to two times per month. Mentors provide career and role advice, further explore the content offered in the weekly sessions, and support participants’ well-being goals.
- Recruiting. Healthways pairs up colleagues with a recruiter from its Talent Acquisition team who meets with them monthly to navigate potential career paths. Conversation topics include defining different roles and competencies/skill sets, building impactful resumes, and interview support.
- DRIVE Project. The last quarter of the program includes a project that enables participants to put into practice many of the skills they have learned. The project includes conducting a needs assessment and developing and delivering content that supports Healthways’ member-facing colleagues in the field. Participants soon are tapping into the network of connections they’ve made as a result of the program, as well as their elevated knowledge of the business and project management, communication, and presentation skills.
Results
Upon program conclusion in second quarter 2014, eight of the 32 colleagues (25 percent) had been promoted to other roles within the WBIC or within the larger Healthways organization. The company has maintained an 84 percent retention among this group of “DRIVErs.”
