How to Maintain and Improve Your Employee Experience in These Unprecedented Times

Webinar Series

How to Maintain and Improve Your Employee Pay Experience in These Unprecedented Times

Webinar Series

How to Maintain and Improve Your Employee Pay Experience in These Unprecedented Times

In this webinar you will learn about…

  • How employers can maintain high employee experience through the COVID-19 crisis through ongoing communication and key resources.
  • Key tactics and initiatives that can help maintain, or even improve, the employer-employee relationship through remote work.
  • What DailyPay specifically is doing to support employees and ensure operations continue to function at 100% during these times.

The immediate changes we have all had to make in response to the COVID-19 crisis have not just changed, but have revolutionized the way we create a positive employee experience. Now, more than ever, it is critical to ensure we are taking actions that strengthen the employer-employee bond and enable us to leave this crisis even stronger than we were before.

DailyPay has always helped companies maximize their employee experience by creating a powerful pay experience(™). We’re committed to putting our money where our mouth is and taking every action possible with our own employees to provide innovative ways to improve culture during these challenging times. 

From transparent and empathetic communications to abundant financial, technological and wellness resources, join this webinar to explore powerful ways companies are supporting their employee experience through this crisis.

It is the unique responsibility of every company to step up and demonstrate their capacity as leaders and support employees through this difficult period. DailyPay is here to provide guidance in this endeavor with best practices, tips, and recommendations from our own methods.

View On-Demand

Guest Speakers

Jeanniey Walden

Chief Innovation & Marketing Officer

DailyPay

Taylor Paone

Employee Experience & Culture Manager

DailyPay

Webinar Transcript

Duration: 30minutes

Nat:

All right. Good morning or good afternoon everyone, depending on where you are. Welcome to today’s webinar How to Maintain and Improve Your Employee Experience in These Unprecedented Times. Before we get started, I’d like to go over a few items so you know how to participate in today’s event. You will have the opportunity to submit text questions to today’s presenter by typing your questions into the Question pane of the control panel. You may send in your questions at any time during the presentation. We will collect those and address them during the Q&A session at the end of today’s presentation.

Nat:

Now, I would like to introduce you to today’s presenters. We have Jeannley Walden, our Chief Innovation Marketing Officer at DailyPay, and Taylor Paone, our Employee Experience and Culture Manager at DailyPay.

Taylor Paone:

Thank you so much, Nat.

Taylor Paone:

Thanks so much for that introduction, Nat, and thank you guys all so much for being here with us today. I hope everyone is staying safe and healthy during this time. I hope you’re all in your work-from-home uniforms. I actually dressed up a little bit for you guys today. I decided to wear leggings instead of my usual sweatpants. I hope you guys are in your work-from-home uniforms, whatever that may be. I think that it’s important for us to note that we’ve all had to make some immediate changes as a result of the COVID-19 crisis, but it has really given us an opportunity to revolutionize the way that we create a positive employee experience. Now more than ever, it’s crucial for us to take action as leaders to ensure that we are strengthening the employer-employee bond, which will hopefully enable us to leave this crisis stronger than we’ve ever been before.

Taylor Paone:

We’re really excited to talk to you guys today over the next 30 minutes and we hope to make the most of it. We’re hoping that in this time that we’ll really be able to give you guys some tips and tricks on what we’re doing and how we think we can best address the current situation at hand. Jeannley, do you want to say anything before we get started?

Jeannley Walden:

Yeah, thanks, Taylor. I think I just wanted to say welcome to everybody as well, and just let you know you are in for a real treat today. Because, Taylor, how long have you had this role? Not that long, right?

Taylor Paone:

I think I actually started the week that we went fully remote. So fully ramped up two and half weeks now.

Jeannley Walden:

Yeah. I think what Taylor is going to share with you today and what we’re going to talk about should really hit home because, for many of you, this is an unprecedented time where nobody really knows what to expect or what’s going to happen next. What we’ve been doing is working our way through all of the different ways that we can challenge ourselves, challenge our employees, and drive our business forward. And we’ve been having a lot of fun doing it. We’ve also been finding out some critical elements and efforts that are working, that are going to stick with us, not the [inaudible 00:03:03] we return back to the office.

Jeannley Walden:

I think what you shared, Taylor, about what we’re going to experience in the next 30 minutes is fantastic. I think it’d be great for you to share an overview of the best practices for communication during a crisis because, given our very disparate employee base, trying to get a message out to everybody at the same time can often be challenging when we’re working together, let alone now that we’re all working from home. So why don’t you tell us what you’ve seen at DailyPay that’s been working and some of the great ideas that you’ve implemented?

Taylor Paone:

Perfect. Thanks so much, Jeannley. Yeah. To go off of that, some of the best practices for communication during the crisis that I think would be really great to implement for your companies and kind of what we’re doing here at DailyPay. First and foremost, is strive to overcommunicate. I’m going to probably mention this a few times throughout this presentation because I can’t express how important it really is. People feel isolated during this time, they’re scared of the unknown. Communication is really key. They want to be able to hear from their employers to address these concerns. Some could be thinking, am I still going to have a job? How long is this going to last? So just really being open and honest with them throughout the whole process and constantly communicating with them, I think really would make all of the difference. This can be, you know, managers should be checking in, doing one-to-one check-ins on a daily basis, weekly stand-ups by departments and just making sure that you’re in touch with all of your direct reports and constantly staying in communication with everybody.

Taylor Paone:

Next, I think it’s really important to create an inclusive environment for your remote workforce. This can be done in a number of different ways, but really just trying to mimic those office interactions that I think that everybody’s really missing during this time. A check-in call every day, let’s say 30 minutes company-wide check-in, optional, giving them the option if they want, they have that time free logging in and really just kind of like having the opportunity to see their coworkers and just engage in conversations like they normally would in the office.

Taylor Paone:

Encouraging senior leadership members to talk to other members, whether this is a, you know, get to know them via 15-minute coffee call or people that they are normally working with on a daily basis but haven’t really had the chance to see. Just encouraging everybody to really be reaching out to their coworkers that either live alone, or just in general. Just making sure that you’re keeping those communication lines open with people that you’re normally used to interacting with in-person on a daily basis.

Taylor Paone:

That brings me to my next point of taking advantage of the technology that exists. I mean, everything in today’s world is digital and there are so many different video technology platforms that really offer this opportunity to be able to see your coworkers face-to-face. That’s kind of the interactions and the relationship aspect that you really miss during this remote workforce environment. I mean, personally, I was surprised by how much I actually really missed it in the first couple of days. My favorite part of my day is running into my coworkers and seeing them throughout the hallway, you know, in the halls of our office. So using RingCentral, Zoom, Google Hangouts, anything digital that people can actually see each other and always encouraging your employees to turn in their videos on, videos allow people to feel more present; and if you’re doing it as leaders, they’re going to feel a lot more comfortable being able to do it themselves.

Taylor Paone:

Okay. Being overly transparent. I touched on this a little bit before, but again, there’s a lot of unknown that’s going on in this current COVID-19 crisis, but being honest about that. Maybe we don’t necessarily know when we’re going to be going back into the office or what the future really holds, but constantly checking in and making sure that we are giving people that open and honest, relevant information that we have. It kind of relieves the anxiety of the situation. Not to sugar coat, just be transparent always. I heard the other day something on a webinar that actually really stuck with me, they said, “Calm is contagious.” So, leading by example. If we’re calm as leaders, our employees are going to feel that. It’s going to resonate with them and it’s going to really relieve some of the stress and anxiety that they’re probably feeling during this time.

Taylor Paone:

The next thing we have here is conduct non-related work efforts. This is really just kind of like have some fun. There’s a ton of stuff going on right now. Everybody has their plates full, I’m sure they have a lot of work to do. But being able to give them the opportunity to participate in some friendly competitions, or have virtual happy hours, or really mimic those coffee breaks that they see in the kitchen.

Taylor Paone:

This kind of goes with the be random from the top down. Something that you can do is, “Hey, I really miss seeing you guys for running into in the kitchen for our coffee or water cooler breaks. Join me now.” Sending a RingCentral link to the general channel on Slack saying that you’re having your coffee and seeing who wants to join for that. Just at random times throughout the day, you know, doing it for a water cooler chat. “Hey, I’m having lunch right now. Anybody want to join me?” Just being random and having it start with the leadership is something that people are really going to get excited about when they’re seeing it in the Slack channels, and they’re going to want to participate. They’re going to want to participate because, just like you, they are missing those same face- to-face interactions that they don’t experience.

Taylor Paone:

On this picture on this side, you can see this was one of the ones that I posted on our general Slack channel. Like, “Hey guys, I’m having my morning coffee. Anybody wants to join me,” and this awesome group of individuals joined in. It was just a great way for us kind of have again that experience that we’re not really having in the office at the moment.

Jeannley Walden:

Yeah. I think that’s great, Taylor. I think employee experience really does matter, especially during a crisis. I think you are on the right slide there. On that next slide, you talked a lot about it with inviting people to Slack, but I don’t think you pointed out that the use of Slack I think has become a significant help for us because everyone’s able to get in touch much faster and much more fluid than if we were just relying on emails or phone calls. I’ve been amazed at how many people are willing to jump on a video call with no makeup on, with their nails not done, wearing what you call that work-from-home uniform that we’re all wearing. I just think it’s fantastic because we really get to experience a whole different level with people.

Jeannley Walden:

Now, during the crisis, employee experience makes a big difference, but typically, it’s a challenge for us to focus on the onboarding employee experience when there’s not a crisis and then also engaging employees after they’ve been with the company for a while to keep that employee experience high. So if the challenge is there when there’s not a crisis, talk to us about some of the best practices that you’ve learned and that we’ve done at DailyPay on how to create a positive and employee experience during a crisis.

Taylor Paone:

Yeah, that’s a really great point, Jeannley. This is our first time really having to onboard anybody in a remote environment. I think that since we’ve been remote, which is about two and a half weeks now, we’ve had 12 new employees start. That’s an incredible number and it’s a really exciting time for us here at DailyPay, but it also poses the probleWalden How are we going to really give them that DailyPay welcome that we’re used to giving when they’re in the office? How are we going to show them how excited we are to have them as a part of our company and our culture? How are we going to continue to make them feel included?

Taylor Paone:

I think that a couple of ways to do this is to introduce them to the team on these half-hour calls that I was talking about, is really giving them the opportunity to introduce themselves, have all the employees see their faces, hear them, learn a little bit about them as individuals and really get that opportunity to connect with them on a personal basis. Send out a Slack message saying, “Hey guys, I just want to have you join me in welcoming our new hires this weekend. Here’s their LinkedIn.” So they have an idea of who and what they look like. Again, just kind of trying to mimic that experience that they would have had if they were coming into the office on their first day.

Taylor Paone:

Something I did that I think I went over really well was I scheduled half-hour calls on each of their calendars to really formerly welcome them, introduce myself, kind of give them resources that if they have any questions, please feel free to reach out to me, if I can’t answer it, I’m still happy to point you in the right direction. Just making them feel like they have everything that they’re going to need to really be able to do their jobs, and that they know that everybody is genuinely so excited for them to be a part of this teaWalden And while we can’t show them in person, we’re going to do everything that we can to show them in a virtual environment.

Taylor Paone:

And then, more logistically, virtual training. Yesterday, we had our first onboarding training where we shared our screens, we went through the decks of our DailyPay 101, what to expect. Some of the trainings we have are already recorded, some of them are going to be live in real-time, so just continuing to really have a set schedule, have a calendar. Make sure that they have their first couple of days and weeks really mapped out for them so that they feel like they have things to do and they’re really going to be given the opportunity to learn about our company from the start.

Taylor Paone:

Encouraging spontaneity among your team members. I mean, I mentioned this again before, but just to reiterate, carving out those time for catch-ups. Encouraging your employees to reach out to the new hires to have these one-on-one calls with them to introduce themselves, to have spontaneous coffee breaks, water cooler chats, happy hours. On the picture on the left, this is our Minneapolis office on Friday, just somebody sent the Slack saying, “Hey guys, it’s been a great week. So happy to have gotten through it. Do you want to join me for a drink?” and here’s everybody that joined.

Taylor Paone:

Having some theme days or friendly competitions. On the picture on the right, we did a Fun Hat Day. It was so cool to be able to scroll through all five or six screens and see everybody with their videos on and with their fun hats. Just kind of like fosters that community feeling, it really just is a great opportunity for people to have a little bit of fun, let loose a little bit, and have something positive outside of everything that’s going on in the world.

Taylor Paone:

And then, creating novel ways to maintain or improve your employee experience. I think that there’s a lot that goes into this. First and foremost, being flexible and understanding that everyone’s situation is different. Some of your employees are parents, some of them are caretakers, giving deliverables dates and not specific times. Really trusting your employees, knowing that they’re going to get their work done when it kind of best fits into their schedule, not feeling the need to micromanage or kind of really constantly stay on top of them because you know that they’re going to do it. Because sometimes, for some of them, the nighttime may be a little bit of a better time for them to be productive. So just really being very understanding and flexible in your management style.

Taylor Paone:

Improving the employee’s financial health by offering employees’ daily pay. Right now we offer our employees daily pay for DailyPay, which gives them immediate access to their earned income. One thing that we’ve found in this time is that 43% of our users are actually taking advantage of these transfers to deal with COVID-19 expenses. So really just giving that your employees the peace of mind to be able to know that if they need to go to the store to pick up any of the items for this crisis, they have the opportunity and freedom to do so in real-time when they need it. We’ve been offering free next day ACH transfers for all employees, we’re really noticing that they’re taking advantage of it because they have the freedom and opportunity to really go and get those items in real-time when they feel like they need theWalden

Jeannley Walden:

I think that’s so great and I know there’s a lot in addition to that that we’re doing at DailyPay right now. I just have to say I’m kind of blown away because it’s so important for organizations to keep their employees engaged while we’re going through these uncertain times. Otherwise you run the risk of your employees getting distracted and not being as engaged in the products or not being as productivity-oriented as they typically are when they’re in the office with a task list. So that employee experience and focusing on bringing that through in every aspect really makes a difference.

Jeannley Walden:

I’ve seen it from the marketing team, we’ve just had so much fun. I have to say there’s little internal challenges within the marketing team that we all have. I was really sad that my hat didn’t even rate on the funny hat day. But you really start to see a different side of people when you can have these spontaneous efforts and these initiatives because it really brings out the side of people that brings up the personality and enables you to build a sense of trust and respect with them that you might not have had even in the workplace.

Jeannley Walden:

Taylor, talk about some of the crazy things that DailyPay has committed to which going above and beyond the employee experience and really make our employees know that they are trusted, they are loved, they’re respected, and we’re all in this together working as hard as we can to make it through this crisis so that we can support our partners as we go through this, and also have as much success as the United States of America can have when we all get out of this, keeping all of the workers engaged and giving them access to their earned income.

Taylor Paone:

Yeah, absolutely. Actually, I’m so proud and excited to talk about this slide in particular because I really think that we are going above and beyond in our efforts to try and keep our workforce engaged, and here’s just a few of the ways in which that we’re doing so.

Taylor Paone:

I mentioned this before, our daily workforce check-ins. This is an all hands check-in that happens at 12:30 p.Walden every day where you have the option to login and turn your video on. What we’ve seen so far with this is about 95% participation with 90% video usage. So really being able to see all of your employees, like I said before about swiping all the way to the right, I always do this just to see who’s joining on each day, and really just kind of like getting excited every time I see everyone’s faces.

Taylor Paone:

I’ve heard such great feedback about this. Our employees are saying, “This is my favorite part of my day. I really love the positivity that exists on here.” This is where we have our theme days. Our CEO, Jason Lee, actually he talks every Friday, and this has been such an incredible opportunity for people to hear from him directly regarding our business updates, our company updates. We did a bring your kids and pets to work day. This was really cool. We got to meet our employees “new coworkers.” Really giving them an opportunity to share some of their personal lives with us.

Taylor Paone:

Like I said before, we did the new hire introduction every week and we have some friendly competitions. On the picture on the left, you can see we were doing a TikTok challenge at the moment, and then the one all the way to the right is we did a MTV Cribs DailyPay edition. So giving people the opportunity to be competitive and have fun with each other has really been a really successful for us.

Taylor Paone:

The virtual coffee with executives, this is actually really cool too. Every member of our leadership team has been reaching out to two or three individuals on a weekly basis to say, “Hey, you want to grab 15 minutes and have a coffee with me?” and really just being able to learn about some people that they might not necessarily work with on a daily basis. Again, on one of our check-in calls last week, Jason, our CEO talked about two individuals that he met last week. He shared a fun fact about one of them and he was just so excited to be able to share that opportunity with these employees. And for everybody else as a whole, to be able to hear that from the CEO, is just like, it really resonates and it’s really, really cool experience for theWalden So that’s been really awesome as well.

Taylor Paone:

We’ve also had the opportunity to maintain our office perks. In the office we give people lunch credit every day via Seamless and we were actually able to continue doing this. So that now they have their lunches really coming to their front door, which for people who are cooking breakfast, lunch and dinner, this is maybe just one meal that they don’t have to worry about throughout the day. Obviously, everybody’s excited for a free lunch, so we’ve had really great success with this as well.

Taylor Paone:

We’ve had a round the clock IT support. Our IT team was able to remote into your computers and really address any real-time issues, which has been really great for people who are dealing with their at home wifi networks and everything like that. Again, I’m going to continue to reiterate how important the face-to-face video calls are. For just anything and every type of communication really should be done via video chat. People, absolutely, they get more comfortable with it as time goes on, if they’re not initially. It’s just a great opportunity, like Jeannley was saying before, no makeup, hair coming right out of your bed head, it’s a great opportunity for us to all just continue to have that personal connection.

Taylor Paone:

One thing that was also really cool that we did, we started a quarantined economy Slack channel and blog. The point of this is really for people to post tips and tricks and best practices about navigating this uncertain time. They post recipes in here, any articles they’re finding. And this has just been a great resource for people to have to kind of rely on to help them through this.

Taylor Paone:

And then, this part, this has been my personal favorite, the health and wellness initiatives. We hired a DailyPay personal trainer to conduct and create a 30-day fitness challenge; and she’s incredible. She posts videos every day, recipes, talks about nutrition suggestions. She actually posted her personal phone number and was like, “If guys need absolutely anything, please reach out to me.” So just another great resource. Really understanding that our employees are going to be experiencing different emotions throughout this time, so how can we best equip them with the resources to really maintain their health and wellness? I did a guided meditation earlier this week to try and see if this is something that we’re going to implement. And I think that it’s also a great opportunity to allow for people to really just kind of separate their personal life and their work and make sure that they’re really giving themselves the time they need to be able to stay healthy during this time.

Taylor Paone:

And then, one other thing that’s not included on this slide is giving back. We had an employee whose sister is a nurse at NYU Langone and she expressed that there’s a shortage of masks and protective gear for all medical workers right now caring for COVID-19 patients. Another one of our employees responded saying that they had a close friend that is actually able to source masks from alternative vendors. So they created a GoFundMe page and really encouraged all of our employees to donate. On last Friday’s check-in call, Jason Lee, our CEO said that, for every DailyPay employee that donates, he’s going to personally match that donation.

Taylor Paone:

So it’s such an incredible initiative, it’s such an inspiration to be able to work for a company that genuinely cares about the people that are on the front lines, that are really the ones enabling us to keep our health and wellness a priority and to keep us safe during this time. So we’ve been able to purchase 1,200 masks so far and, as of today, have raised $6,170. So more to come on that. But, yeah, just some of the incredible ways that we are just continuing to go above and beyond for our workforce here. We’ve had a lot of great feedback with it so far.

Taylor Paone:

I’m noticing that we’re coming to the end here, so we can start taking questions now. Just something for you guys to think about on this slide on four things that you can kind of implement immediately while I’m taking a look at these questions, you guys can take a look at this.

Jeanniey: 

Yeah. Taylor, we’ve got a number of questions that I’m probably going to ask just one or two in the interest of time. The first question is, “You talked about every day check-ins, is that too much? And you mentioned that 95% participation with 90% video, what is the secret to keeping these people so engaged every day? Because it has been over two weeks now and it looks like it’s going to go on longer, but it doesn’t show any signs that the participation in these daily check-ins is waning at all.

Taylor Paone:

Yeah. That’s a great question. What’s actually really interesting about this is we used to meet as a whole company only once a month before this crisis, but when we discover that this was going to be our new normal, Jason Lee, our CEO mentioned how important it was to overcommunicate. So we made this meeting optional knowing that that kind of gives people the opportunity to want to check-in if they can, if it works out with their schedule, and we really understood that.

Taylor Paone:

We didn’t want to make it come off like a meeting. Everybody, they like meetings and they know that they have to go to them, but it’s not something that they genuinely maybe always enjoy. So we really wanted to make sure that we were doing something different every day. We were being spontaneous, we were kind of changing it up, giving people the opportunity to have some days where it’s fun and a little bit lighthearted and have other days where they’re hearing really important updates. But just giving them a space for them to kind of like escape the negativity that’s going on in the world. And just really taking into consideration what their interests are. We surveyed and polled our employees about what they’re interested in and what they’d like to continue seeing. So just making sure that they know that they feel heard and that we’re open to any and all suggestions to continue to get this type of engagement.

Jeanniey: 

Yeah, I love that. I think that’s awesome. Let’s see. I think we might have time for just one more question really quickly. Let’s see, there’s so many. So I would say if you have more questions, if you, if you tweet us or reach out to us, I think Taylor’s happy to answer those questions. But, Taylor, do you have tips or tricks for coordinating experiences with a staff of over 100 employees outside the daily check-in which has gone so well? Like what is your mindset? How do you think about what will over 100 random people in their own homes with different personal situations actually respond to? How are you coming up with these different ideas like the personal trainer, or the meditation, or even something as simple as Seamless lunch.

Taylor Paone:

Honestly, my biggest thing has been collaboration. I work with a bunch of incredible individuals who… No one’s really experienced anything like this before, so me doing my initial research and trying to figure out how to best keep remote employees engaged is different than how to best keep remote employees engaged during a crisis. So I’ve had the opportunity to really collaborate with some of my coworkers who are just creative thought leaders and being able to work with them to do that.

Taylor Paone:

And then also just change it up. Just making it different and understanding that you are dealing with so many different personalities and that everybody’s interests are going to be different. So just kind of like trying to be proactive in thinking what the majority would be interested in and then kind of getting to know your employees as individuals and really starting to hone in on different activities that would engage larger groups of people. We changed the content for the check-ins and added some more cultural activities throughout and we’re going to continue to kind of monitor and do this for the next couple of weeks. So really just kind of taking into consideration that they are all different, everybody’s different, all the different personalities, and really just making sure that you’re addressing all of those in every type of activity or event that you’re planning for theWalden

Jeanniey: 

Very cool. Very cool. Well, unfortunately, we’re out of time, but I do want to just mention two quick things before we wrap up. First of all, we’re going to switch the topic probably on a Ted for next week’s webinar, which is Beyond Financial Wellness: Why Every CHRO Needs a Chief Payroll Officer. I’m going to be moderating that conversation along with Laura Burgess, who’s the Senior Director of HR Operations and Talent Acquisition at Vista Outdoor. Beyond that, outside of employee engagement, which I think Taylor has done a brilliant job with, we are also doing everything that we can to support our communities and our American workforce. We’ve waived our fees for next day access to DailyPay. So if you are in a business that is looking for a way to support your employees and give them access to their pay as soon as they earn it, please do reach out to us and we’d love to have a conversation. Thanks so much, everybody.

Taylor Paone:

Thanks, everyone.

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