Taking tried and trusted a step further

The contribution of long-standing employees can ensure quality and boost a firm's results. Photo / Getty Images

Training and upskilling employees who may be nearing retirement age more than pays back.

Long-term employees bring a depth of institutional or industry knowledge that comes with time. Some have never received a formal qualification and have learned "on the job" over many years, rising through the ranks on ability and experience. The long-standing employee has weathered many challenges, knows what works and what doesn't, and has experienced what brings risk to a business.

Unfortunately, this is often overlooked in preference to the quick, hungry and theory-savvy younger employee, says careers expert Kaye Avery.

"I had an older client who realised that her in-depth scrutiny and wisdom often meant she could not, in principle, deliver something she didn't believe would work." Avery says the challenging of ideas by long-standing employees is the very thing employers should value, as it tends to ensure quality and long-term results.

Co-op Money NZ, which represents the majority of New Zealand credit unions and building societies, recently introduced a workplace learning initiative, "Co-operative Learning". In conjunction with the Skills Organisation, NZQA-recognised qualifications have been offered for the first time as a means of upskilling and rewarding staff, and long-term employees were among those given the opportunity to take part in the pilot scheme.

With their co-operative roots and small-town locations, credit unions tend to have a low staff turnover, with many loyal, long-term employees. "Because we have a 'people helping people' philosophy, the culture around that means you get longevity of employment," says Henry Lynch, chief executive of Co-op Money.

Patricia Tutua, 65, and her sister, Georgina Vercoe, 52, both left school at the age of 16 with no qualifications. They have worked for Credit Union Central for more than 20 years, Tutua currently as Loans Manager at the Kawerau branch, and Vercoe as Team Leader of the Kopeopeo and Taneatua branches. The sisters are recent graduates of the National Certificate in Business - First Line Management (Level 4).

Tutua says their general manager, David Trott, encouraged them to take the course, but didn't pressure them. "I wasn't going to do it," says Tutua. "I thought I was past my 'use-by' date. But David said he had the utmost faith in us." "And David thought the NZQA qualification would help us stand up among the credit unions," says Vercoe.

The sisters admit it was hard getting back into study after so many years. "It was helpful that David allowed us to do the course in work hours and provided a coach from senior management - Ron Blair," says Vercoe. "We knew the work and we've done it for a long time, but it was hard putting it down on paper. Ron was really good - he would critique it and make sure we were on the right path. The four of us got together twice a month in work time, but sometimes we had to do work at home.

Patricia Tutua, 65, and her sister, Georgina Vercoe, 52, at their graduation.

"So I was sitting at home at my table, doing my work with my grandkids while they were doing their homework," laughs Tutua. "They thought it was hilarious, and my three sons thought it was cool. We were chuffed when we found out we had passed."

The sisters graduated at the Co-op Money NZ forum in March, but Tutua says initially she didn't want to attend the graduation. "I'm not big on putting myself out there. And when we found we had to wear gowns, we said, we're not wearing those. But David said it would show that we achieved something, so we got over our nerves and got togged up. And it was fabulous. We felt really proud of ourselves."

Lynch says when the 13 graduates walked into the room with their beaming faces, "you saw the importance of it to the credit unions and building societies. It was inspirational to see people in their late 50s who left school at 16 and never dreamed they would have that opportunity".

He says they have seen an improvement in productivity levels, and in the confidence of the graduates' interaction with members and staff.

Tutua says her achievement has been good for encouraging the rest of the staff. "They're saying, 'When do we get our turn?'"

The response to the courses has taken them by surprise, says Lynch. "We didn't think it would be such a big success and we're having trouble keeping up with the demand."

Tutua says she won't say no to more study, but she's happy with what she's achieved. "I learnt about managing teams, mentoring, and how I see myself as a leader. I do that already, but it made me realise all the things I can actually do." At 65, Tutua enjoys her job and has no intention of retiring. "When you've been here for some time, you know the people, know the families, and it helps with assessing them. Knowledge and experience comes with time."

Vercoe agrees. "After years of working with people, you get a feel for it. It's instinctive." She says the company rewards its long-term employees in other ways too, and some went to the Gold Coast for a world conference. "It was a reward but we had a job to do, and we came back with really positive views on where we can take our credit union. Also, we're all involved in the community and we're able to support community activities with sponsorship and things like that."

Avery believes it's absolutely worthwhile continuing to train and upskill employees who may be nearing retirement age. "People in their early sixties really benefit from learning new things. It's not only good for the business but also good for them in terms of competency and cognitive development. Older employees enjoy coaching and mentoring, and the opportunity to update their skills, plan their own late career transitions, and give back."

Avery says it's also important that long-term employees receive recognition for their experience and an understanding of the value of this to the organisation. "Rewarding longer-term employees is probably less important to the employee than the recognition they deserve," she says.