What Hiring with Empathy Looks Like in a Post-Covid World Here's what hiring with empathy for hourly roles looks like in action.
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A year ago, our world (and economy) turned upside down. Industries like retail, hospitality and manufacturing were hit hard. As an example, statistics from the National Restaurant Association show sales in 2020 were down $240 billion. The American Hotel and Lodging Association (AHLA) also claims more than half of hotel owner respondents said they were in danger of foreclosure.
An optimist might say the growing availability of vaccines will accelerate our return to normalcy. But I don't believe many people want to go back to what was normal. Instead, we want to build something better. We start by understanding hourly workers — those most often deemed "essential" in times of struggle — are the backbone of the global economy and need more support.
In the wake of the pandemic, empathy is what will set any business apart from its competitors. Last year's surge of layoffs and disregard for essential employees' safety has rightfully left a bad taste in the mouths of the working class as evidenced by the Great Resignation. Workers want to know they matter and that their employers care. Now is the time to show them that you do. Doing so could be the difference between increasing your market share or losing it. The best way for employers to mitigate their risk for employees leaving is to demonstrate empathy throughout the employment lifecycle, from initial candidate attraction to separation.
As business leaders evaluate how to improve all aspects of their business, there's an opportunity to fix significant issues from the very first step: applying for a job.
Related: The Biggest Mistake You Can Make When Hiring for a Job (and How to Fix It)
Mobile-first access
Put yourself in this scenario: You're a busy parent trying to handle the day-to-day, and in those brief moments you have to yourself, you search for job listings on your phone. You begin an application, filling out line after line of information, only to be asked to upload your resume. Since your resume isn't on your phone, you must switch to a desktop. Even if you do switch, all of your completed work might not be saved or accessible on a new device.
This process creates a roadblock for applicants, which might seem minor, but has significant implications for who can apply and when.
Allow applicants to apply using their mobile devices. Hiring with empathy means experiences need to be tailored, rather than tacked on as an afterthought.
Related: This Is the Number One Question You Should Ask During Job Interviews to Avoid a Toxic Workplace
Drop the resume
The request to upload a resume is a big hurdle for mobile applicants. Even for those applying on a desktop, a resume — something many believe to be a relic of the past — can be another time-consuming roadblock.
Resumes are likely a rehashing of information already included in the application process. In some scenarios, a resume might even disqualify an applicant due to a lack of industry experience, despite the person having necessary qualifications and easily transferable skills.
Instead, provide a space for applicants to show their certifications and use personality assessments to paint a better picture of proficiency and ability.
Always-on engagement
After putting in hours of work on an application, people deserve to know where they stand. But why don't job seekers hear back from employers? One reason might be that hiring managers are overwhelmed. On top of keeping the lights on and meeting the needs of their current team, hiring and sifting through applications might be more tasks on a lengthy to-do list.
"Ghosting" applicants, or disappearing without a word, might not be stemming from malicious intent, but it sure reads as unprofessional and frustrating from applicants' perspectives.
Related: Here's the No. 1 Thing You Must Do When Interviewing Candidates
Don't return to normal, create something new
The pandemic illuminated many problems with how we treat hourly workers, but there's no reason to revert to old ways of doing business. Integrating empathy into the application process may seem like a small change, but it leads to a better experience for job seekers and strengthens your own pool of qualified applicants.
