Tag Archive for: Cleaning Workers

The Single Most Important Thing You Can Do to Attract and Retain Custodial Workers

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What do employees what in a job, anyway? Custodial managers often ask themselves this question when assembling a new team or filling a position opening. Finding good staff is difficult, because even in tough labor markets, turnover in the commercial cleaning industry is notoriously high—as much as 200 percent in some operations.  

In Facility Cleaning Decision’s 2018 Reader Survey, staffing challenges were one of respondents’ top areas of concerns. While respondents cited an average turnover rate of 15 percent, they identified numerous reasons for people leaving the department, including opportunities for better pay, limited advancement opportunities and the physical nature of the work. 

Stop for a minute and imagine that you just found out that several people on your team were currently looking for a new job. Would you do anything to help dissuade them from leaving? If so, what? As custodial managers, we can’t often set perks such as benefit programs or 401k plans, but there are a few carrots we can extend team members to incentivize and retain them.

To be clear, we’re not talking about Silicon Valley office style carrots either. Giving employees a place to take a nap or play video games isn’t a likely possibility in most custodial environments. But take Bain & Company, Gassdoor’s top place to work in 2019, as voted on by their employees. The one thing their employees say makes working at Bain so great? 

Its employee-focused culture. 

“The people are what make [Bain] special,” said one Bain employee. “Throughout my career, I can point to people who invested in me, helping me to grow and develop.”

What incentives do you have in place to keep your team motivated? Certifications, recognition programs and opportunities for advancements can incentivize workers.

An employee-focused culture means developing an environment that helps employees evolve both personally and professionally. It means thinking about how the work impacts them. It’s about not viewing them as cogs in the wheel, but as the wheel itself—necessary to move forward.

How can you create an employee-focused culture? It’s not as hard as you might think.

  1. Offer frequent training and certification. LinkedIn’s 2018 Workforce Learning Report revealed that a shocking 93 percent of employees would stay at a company longer if it invested in their careers. Training is one of the top ways to retain custodial workers, but it can also be one of the most difficult due to the diversity of our industry. Languages, disabilities and ages can all present barriers when training employees. Training programs that accommodate a variety of learning styles can help workers understand not just HOW to do the job, but why their jobs are important. Help them understand how to protect themselves during work and demonstrate a culture of safety. Consider offering a stipend for other training and/or certification offered beyond your organization, and think about micro learning opportunities, which do not require the time or commitment of traditional certifications.
  2. Provide opportunities for advancement.  Custodial work is often looked at as a transition position. “I’ll work as a custodian until I can get another job,” people say, or maybe they pick up custodial work as a second job to earn extra income in evening hours. What too many employees don’t realize is that they can have a great career—that pays well—in the cleaning industry. Through mentorship and managerial shadowing programs, you can give frontline employees a lens into some of the opportunities available in the field. Provide a clear outline of advancement opportunities so they understand what they need to do to get to where they want to go.
  3. Give Recognition. Frequently. From housekeepers week to environmental services week, National Custodian Day (Oct. 2, 2019) to Thank Your Cleaner Day  (Oct. 16, 2019), there are plenty of recognized events to recognize cleaning workers. But you don’t have to wait for an official day to give staff an applause for a job well done—something simple like presenting a star award for outstanding performance or highlighting a “worker of the month” can help workers feel seen and appreciated.
  4. Balance workloads. It’s easy to give the faster, younger people on your team additional work that comes from a call-off or event, but that can create resentment over time. Employ a system to fairly divide work so that no one person or team bear the brunt of additional responsibilities. 
  5. Show you care. Sometimes, it’s the small things that go the furthest with your team. Remembering an anniversary, details of an upcoming vacation or checking in with them to see how their child is doing in school shows your team that you’re listening, and that you care. Encourage your team to share ideas and create opportunities for connection at the beginning and end of each shift so you have time to talk with one another.

Automotive mogul Lee Iacocca once said, “Start with good people, lay out the rules, communicate with your employees, motivate them and reward them. If you do all those things effectively, you can’t miss.”

The Heart of Cleaning: Recognizing the People Who Make It All Happen

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If you’re reading this blog, you already know that it takes a special kind of person to work as a custodian or janitor. The work is hard and often thankless. Wages can be low and people often talk down to you like you’re not important. When you see a full coffee cup in the trash can, you can’t help but think of the little consideration people have for others that their actions might impact. It might be your second or third job, but cleaning is something you probably do in the evening, when everyone else in your family is at home sleeping. When your shift is over, there’s a good chance your shoulders or back ache—but you come back the next day and do it all over again. 

As if the work of a custodian isn’t tough enough, we often see negative portrayals of cleaning workers in the media.

A custodian is blamed for stealing or abuse. A housekeeper in a hotel uses the same cloth to wipe down the toilet and sink. These stories play into the negative stereotype of the profession and, as we see it, just aren’t fair—99 percent of custodial workers aren’t thieves or villains. That’s why it’s important to celebrate the positive stories that truly reflect the heart of most people who work so hard cleaning the buildings where we stay, work, learn, heal and visit.

Cleaning Workers with Big Hearts

The first story comes from Northern Kentucky, where a janitor who earned $3.70/hour or about $7,000 year in 1976—a little ore than midway through his career. Alvin Randlett never graduated from high school, but spent 32 years working for a local elementary school before retiring in 2001. Known for his hard work and dedication to the school, his close friend shared that people all around town knew him and would yell out to him in passing, often giving him a hug. Never touching a dime of his pension, Randlett willed his life savings of $175,000 to child abuse victims through the Kentucky Child Victims’ Trust Fund. 

Across the river in Cincinnati, an elementary school janitor was recently named the 2018 Cintas Janitor of the Year. Beloved by students, parents and staff at a public elementary school, “Mr. Bob” received more than 182,100 votes to earn the title. In the week prior to the announcement, Mr. Bob worked with students to build bird houses for their mothers for Mother’s Day. In thanking those who helped him win, Mr. Bob said, “Make no mistake, the $5000 is incredibly awesome and will go to great use; however, the real prize is the way I was made to feel. That is priceless.”

Our neighbors to the north in Novia Scotia shared a story last week about a much-loved janitor who worked at a nursing home for 40 years. Johnny MacLeod lives with Down syndrome, but that had no impact on his performance or attendance. In fact, co-workers told the media that he never complains. 

“No matter what you would ask of him, he would never say to you, ‘That’s not my job,’” says support services manager Carolyn Zwicker. “He just takes it and just goes with it. He’s just amazing. We can’t imagine life without our little Johnny.”

Then there’s the story of Scott LaFayette, Sandia National Laboratories’ (SNL) 2017 Custodian of the Year and a 2017 Outstanding Cleaning Worker. Scott LaFayette retired from the Albuquerque Police Department (APD) after serving 22 with the department and joined the Sandia custodial team. Presently, Scott is assigned custodial duties within critical and high-visible buildings at SNL. He ensures that these buildings are always clean by adding a touch of excellent customer service in his work. Scott is ardently aware of the expected Engineering Safety culture pursuit within SNL.

He began his career at APD as a Patrolman, advancing up the ranks to Field Training Officer, Sergeant (four years), and retiring as a Lieutenant (seven years). Scott received his Bachelor’s Degree in Criminal Justice from University of Saint Thomas in Saint Paul, Minnesota.

There are so many incredible people who keep the cleaning industry moving. Without the custodians and janitors, there would be no one to use the cleaning products that are manufactured, no one to remove dirt from our buildings to keep them healthy, no one to train and use the cleaning systems we design.

Whether you see this job as a transition in your life or a full-time career, whether you work in a school, a hospital, a hotel or an office building, know that we see you. We understand the hard work you do. We know it can be painful at times. But we also know that to do the work you do, it takes incredible strength, patience and perseverance. It takes a special kind of person to be a custodial worker. A person with a lot of heart. Thank you for all that you do.

Nominate a custodial worker you know who demonstrates excellence in everything they do for a 2018 Outstanding Cleaning Worker award by July 16, 2018. These awards will be presented during the 2018 (OS1) Users Symposium in Park City, UT, Aug. 6-8, 2018.

5 Easy Things You Can Do to Energize Your Employees in 2018

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The Roman god Janus, from whom the words “janitor” and “January” are derived, looks to both the past and the future.

The month of January is named after the Roman God Janus, the same god that we explained in this post is the god of “beginnings and ends.” It’s from Janus that the word “janitor” is derived, as he metaphorically represented doors and passages. In images, he’s depicted with two faces that enable him to look to the past and future.

As many make personal resolutions to kick off the New Year, January can also be the ideal time to look at what your department has accomplished in the past year and set goals for the future—much like Janus. A good place to start is by thinking about common issues you’ve experienced in the past and find ways around them for the future. For example, maybe you’re having issues keeping cleaning staff, or inventory keeps wandering off because cleaning workers hoard it. These are common issues facility management professionals face, but they aren’t issues that you can’t easily overcome with a little planning and organization.

A lot of common issues faced by cleaning professionals can be overcome with an empowered and energized staff. A good team is the basic building block of any successful cleaning operation. To help you get 2018 started off on the right foot, we’ve pulled together a list of easy ways you can energize your team:

1. Clean and organize your supply cabinets. You wouldn’t believe what we see in some cleaning closets and supply storage areas. In addition to old chemicals and unused equipment, we have found everything from leftover lunches, crumpled up papers and dirt that you wouldn’t find anywhere else in the building. A lot of cleaning storage areas are downright filthy!

Rather than letting your inventory and storage areas become a place cleaning workers avoid, create a clean space that is well organized and allows them to easily find what they need, when they need it. Same goes with cleaning equipment—if it’s dirty, clean it up! Make it something your team is proud to use.

2. Start each morning with a warm-up. The Bureau of Labor statistics lists custodians as a top vocation for the highest rates of injury-causing days away from work in the U.S. Overexertion and repetitive motion injuries for custodial workers, resulting from common tasks such as pulling trash or lifting overfilled mop buckets.

Just one of the exercises in the University of Texas at Austin’s FIT START program.

Many of these injuries are preventable. The University of Texas at Austin has developed an award-winning program that helps custodial workers warm up for the day with exercises for arms, back, legs and neck. You can easily recreate this program to help your workers warm up for their day.

3. Bring recognition to your department. There are several awards given throughout the cleaning industry that showcase best-in-class cleaning operations. From industry trade associations, non-profits such as the Simon Institute and trade publications, such as Facility Cleaning Decisions and Sanitary Maintenance, there are several opportunities to bring much deserved recognition to your cleaning program, specific initiatives or individuals on your team.

One popular award we’d recommend is the Outstanding Cleaning Worker of the Year, which is presented annually at the Simon Industry’s annual Awards Banquet. This award recognizes hard-working individuals on your team who demonstrate a commitment to excellence in the profession. Click here if you know someone who would be a great 2018 award recipient.

Another way to bring recognition to your department and team is by celebrating #ThankaCleaner week or International Cleaners Week. Held annually on the second full week of September, you can invite the entire business to participate by finding ways to thank and recognize cleaning personnel.

4. Develop a system for tracking complaints. Oftentimes, complaints are treated like fires. We receive a call, dispatch the team and put out the fire. In a lot of operations, we can spend most of our day extinguishing these proverbial fires, which comes at a great expense to the cleaning manager’s time—and sanity. Yet at the end of the day, if you look at who is doing the complaining, it’s often just a handful of people doing the complaining.

As we discussed in this article, we often call these people the “potato chip people.” Why? Because they are the type of people who drop something and call custodial to respond. Overtime, the chronic complainers can put a considerable drain on your time and resources.

To reduce complaints, you need to first find out the source. Is the problem truly reflective of a deficiency in your cleaning program? Or, are complaints due to the fact that a handful of people don’t have a clear understanding of your scope of services? Developing a form to help track complaints can help you pinpoint the issue, saving you and your team both time and energy.

5. Provide independent employee training — with a certificate! A large majority of the training that happens in our industry is provided by manufacturer or distributor sales representatives. There’s nothing wrong with this, but it is often focused on a particular products and doesn’t give frontline cleaning workers a broader perspective into the hows and whys of their jobs.

An example of training that will help them better understand the science behind what they do is an introduction to microbiology. While they may know that most disinfectants require five to 10 minutes of dwell time to work, do they understand what organisms they are trying to kill, or how those organisms colonize and spread? Educated workers are empowered workers; this improves safety and worker retention.

You might also want to consider training programs that offer a certificate upon completion. What might seem like just a piece of paper can instill an enormous amount of pride and confidence in a custodial worker. It’s something they can share with family or friends, or just be something they put in their locker to remind them of their achievement.

As you can see, just a few small tweaks in your existing processes can completely change the energy in your department. When employees are engaged and excited, everyone wins.

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The Problem with the Way We’re Training Custodial Workers Today

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So he could afford his daughter’s tuition at a local private school, Bob took on a second job as a custodian at the school. He looked forward to the job, much of his day was spent behind a desk, so custodial work would keep him active and involved in her school. He was also was excited to learn something new.

On his first day, Bob showed up for work and was shown a short movie about cleaning chemicals and how to use them. Next, his boss showed him his cart which overflowed with spray bottles, cloths, bags, gloves, floor scrapers and mops. “Duane’s going to show you around tonight,” he advised. “Tomorrow you’ll start on your own.”

“I’ve been doing this for 22 years,” Duane told him as they walked between classrooms. “I know they say to clean from top to bottom, but I’ve got a great system down that works for me.”

The next day, Bob was on his own. The work was hard—much harder than he expected. He strained his back emptying trash and his hands cramped from mopping the floor. When he woke up the next morning, he had trouble getting out of bed. After a few weeks, Bob quit. He found another job at a local warehouse that would help him supplement tuition costs. But had he received the proper training, there’s a good chance Bob would still be there today.

 

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Injury caused from improper lifting or repetitive motions is just one of the many issues that can result when we neglect to train our custodial workers. In many cleaning operations, custodial training includes a hodgepodge of show-and-tell, classroom-style instruction and vendor-led training programs specific to a particular product. Very few cleaning operations have a comprehensive training program in place that not only teaches employees HOW to clean, but WHY they clean. Training should not only provide workers with the overall understanding of why their jobs are critical and how cleaning impacts the health of people in the buildings they clean, but also protocols for how and when to perform specific cleaning tasks.

Last week, we held our annual (OS1) Coach Class. This intensive two-day program provides trainers and instructors with the latest information and resources needed to maintain a world-class cleaning program. One of the key benefits to this class is that participants share best practices and insights they have gathered as they plan their schedule for the upcoming year. We are continually updating our curriculum so that all of the (OS1) trainers and coaches have the most recent research and data to support their cleaning protocols. The coaches then take these training programs back to their facilities and use them to conduct ongoing education for their custodial teams during the next year. 

Participants in our (OS1) Coach Class spend an intensive two days learning and planning custodial training programs for 2018.

Our studies have found that cleaning operations supported with a comprehensive training program, such as that which is provided within the (OS1) System, can improve productivity by as much as 16 percent. In one example, the average square footage of cleaning productivity (SFPE) improved from approximately 27,000 SFPE to 39,000 SFPE. There are several reasons for this:

  1. Cleaning workers understand their importance of their work as it relates to the success of the business and the health of building occupants.
  2. They are taught how to properly perform cleaning tasks in a way that minimizes risk and injury.
  3. Workers are empowered through the educational process and receive one-on-one coaching by expert trainers.

It’s time we stop treating custodial work like it’s something that everyone automatically knows how to do. We can’t just throw a mop in someone’s hand and expect them to go to work. This approach results in the issues many cleaning operations face today: injuries, high turnover and low-morale. Cleaning is a profession, and like any professional field requires proper training and education.

As Henry Ford, founder of the Ford Motor Company, once said, “The only thing worse than training your employees and having them leave is not training them and having them stay.”

If you don’t have a comprehensive training program in place for new employees and continuing education programs for your current staff members, it’s time to give some thought to how you can improve these resources. Your cleaning program deserves more and so do your employees.

Safety Month Continued: The Dangers of Handling Chemicals [INFOGRAPHIC]

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We hear the stories too often: someone improperly mixes cleaning chemicals, which leads to a strange odor. Everyone evacuates the building. People are taken to the hospital for precautionary measures, but in a best-case-scenario, there’s no injury.

But in some cases, there are injuries. Like the chemical mixing incident where an Idaho woman drank iced tea mixed with a cleaning solution and nearly died.

The EPA reports that as many as 2.8 million people in the cleaning industry are exposed to potentially dangerous chemicals each day. And if their job requires that they handle chemicals, it’s up to the employer to make sure they know what they’re doing.

OSHA’s revised Hazard Communication Standard (HCS 2012) requires organizations to provide training on the following:

  • Methods and observations to detect the presence or release of a hazardous chemical in the work area.
  • Measures employees can take to protect themselves from these hazards.
  • Details of the hazard communication program developed by the employer, including an explanation of the labels received on shipped containers and workplace labeling system, the SDS and how employees can use the appropriate hazard information.

While the new standard requires training when new personnel assigned to work in a specific area or when a new health or physical hazard is in place, employers can further reduce risk of an incident resulting from improper chemical handling by providing ongoing training and making sure key personnel have demonstrated their understanding of key handling protocols.

Handling chemicals can be extremely dangerous when people don’t know what they’re doing. We’ve put together an infographic to share at your next safety meeting so cleaners understand the potential risks and take the time to understand best practices for handling.

What We’re Lovin’: The FIT Start Program at The University of Texas at Austin

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Few would argue that custodial work is tough business. Not only does it come without much prestige or recognition, it also requires a lot of physical exertion — more succinctly, “elbow grease.” In fact, the Bureau of Labor Statistics puts custodians near the top of the list of occupations with the highest rates of injury-causing days away from work in the U.S.

Most of these injuries are caused by overexertion, or pushing the body past its limit.

Someone who has overexerted themselves can experience a variety of issues, including swelling in the joints, pain, soreness, numbness, muscle weakness and repetitive injuries down the road. It can also lead to increased workers’ compensation claims and labor costs—which already amount for almost one-third of a total facilities’ budget.

But the thing is, the majority of injuries related overexertion are preventable. We’ve found that the University of Texas at Austin’s (UT Austin) Fit Start Program is one smart approach to helping prevent these injuries.

In 2010, the UT Austin custodial management team recognized the need to address the daily physical strains experienced by custodial staff, so they partnered with the Kinesiology Department’s Fitness Institute of Texas. The group studied the daily work and cleaning tasks of each custodial worker and developed a customized program aimed to reduce the risk of injury and prepare the custodial department for the demands of the day. After conducting a series of trials to see what worked and didn’t work for the team, the program was implemented with the goal of preparing employees for the day and reducing the risk of injury.

Every morning, the custodial team warms up before each shift. The routine consists of five simple movements that are not exercises or stretches, but activities specifically designed to accomplish the following:

  • Increase blood flow to the muscles that are needed to perform custodial work.
  • Increase the communication between an individual’s brain and muscles to help reduce the risk of injury.

Following the acronym detailed in the program’s name, the moves consist of the following:

S: Swing the Arms

T: Twist the Body

A: Alternate and Sink

R: Reach and Fold

T: Touch and Toss

While the thought of doing warm up exercises before each shift may seem silly or unnecessary, it can have several benefits if you do it the right way. In addition to reducing injuries, it can offer an opportunity to engage workers and have some fun. It also shows them that you care about them and their well-being—and what’s not to love about that?

We love the program so much that we’ve incorporated it into our (OS1) Program to improve the safety of cleaning professionals everywhere.

The Cleaning Gazette – August 2014 Issue

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Dedication and Quality Training Leads to Recognizable Improvements at LAHH

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Submitted by Nancy Albin
LAHH

 

The LAHH Christmas Bowling Party 2012. In front, Daniel and Bryan – Light Duty Specialists in the certification program.

“What we’re doing is recognizable”, said Mike during the LAHH supervisor meeting. Mike manages a team of six custodial specialists of which four are people with special needs. Jamie, on Mike’s team, has started to show improvement with managing the Super Coach BackPac Vacuum, even though her hand-eye coordination and equilibrium are impacted by her disability. But it is clear her heart is not! Mike told us he is so proud of her as she has been working hard to learn the specialty and not give up.

Mike also shared that Jamie has been improving and how her work is recognizable. And this is what he loves about (OS1) and working as a utility specialist. Guido went on to say, “Mike, you are right. When we look back at our finished work we can see a change, we can see something different from before. We are improving something.” Guido shared that during the last certification class, the homework focused on cleaning plays for Light Duty Specialist and in question #2, asked what should be picked up from the floor prior to the Vacuum Specialist arriving to the area? Mike responded that Jamie hasn’t had to pick up anything too large for the vacuum or call back a Light Duty specialist. The Light Duty Specialists on Mike’s team are also in the certification program. Quality in education extends to quality in the workplace. What is happening in the classroom at the LAHH (OS1) training facility is recognizable . . . in the workplace.

 

Now Available: (OS1) Career Map

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During Class 65 of Janitor University in Salt Lake City, the new (OS1) Career Map was introduced. The map details the educational odyssey for a cleaning worker. Specifically, this new visual aid details the road of becoming a cleaning professional.

It highlights career learning milestones such as: (OS1) Boot Camp, Certification, Floor/Carpet Certification, Janitor University, Workloading, Benchmarking, Awards and Recognition.

The Career Map is now available for purchase in the ManageMen online store.

(OS1) Pilot Program at Parc

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This video highlights the (OS1) Pilot Program at PARC at Hill Air Force Base in Clearfield, Utah. PARC is a NISH CRP that works with employees with various levels of mental and physical disabilities. Managers and employees at PARC discuss what happened during their (OS1) pilot program in 2006.