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Workers' compensation talent shortage: a study on brand awareness, onboarding, and professional development
Thesis   Open access

Workers' compensation talent shortage: a study on brand awareness, onboarding, and professional development

Nikki S. Jackson
Master of Science (M.S.), Drexel University
Sep 2022
DOI:
https://doi.org/10.17918/00001331
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Abstract

Employees--Recruiting Workers' compensation claims Insurance claims Employee retention Employees--Training of Marketing
This exploratory research survey design investigates the talent shortage in the workers' compensation industry and focuses on talent attraction and retention strategies. This research allows the reader to evaluate their own talent attraction and retention strategies and ensure they align with essential factors for college students and claims professionals today. Participants (n=432) in the college student study were random students enrolled in any college or university in the United States. The data was collected using a survey, and the survey was posted on Facebook, LinkedIn, and Survey Monkey. Participants (n=140) for this study were also random claims professionals in the United States. The data was collected using a survey, and the survey was posted on Facebook and LinkedIn. Links to these surveys were also embedded on the site ElevateTheAdjuster.org at https://www.elevatetheadjuster.org and incorporated in two email campaigns which were distributed to current industry professionals. Four research questions were created to guide the investigation of talent attraction and retention strategies. The key findings show college students view brand awareness as an important factor in evaluating a company's culture when seeking employment opportunities. College students also view the company through the eyes of a consumer to understand a company's culture, especially with regard to Corporate Social Responsibility and Diversity & Inclusion initiatives. In addition, nearly every participant said they view a company's website to help them secure a better understanding. Claims professionals value the importance of a formal onboarding program which teaches them how to set up and manage a workers' compensation claims from the time of first report to claim closure. Claims professionals feel professional development programs increase their loyalty toward their employer. When combined, most claims professionals felt formal onboarding and professional development programs impacted their tenure, staying with their respective employer longer. At the conclusion of this study, the researcher made several key recommendations. First, the workers' compensation industry must learn to attract and retain talent because staffing shortages impact claim outcomes and many stakeholders. Second, attracting new talent to the workers' compensation industry involves brand awareness, the proper portrayal of corporate culture, and highlights to Corporate Social Responsibility and Diversity & Inclusion initiatives. Third, workers' compensation claims professionals have a unique set of employee-retention strategies which should include formal onboarding and professional development programs. Lastly, the workers' compensation industry should develop or grow their partnerships with schools or organizations who offer risk and insurance training and/or degrees, search for talent in less traditional talent pools, share data, and provide additional research to better understand how to attract and retain claims professionals.

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