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Employment Screening Overview


Employment Screening Overview . October 2009 – PowerPoint PPT presentation

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Title: Employment Screening Overview

Employment Screening Overview
October 2009
Company Overview
  • Established in 1975 New York HQ - 1 Privately
    Owned BGS Corporation
  • 75 Million in Revenue in 2008
  • 96 client retention rate
  • Over 6,000,000 transactions annually
  • 450 Employees, including a global network of
    researchers and verifiers
  • Lean Six Sigma Process Orientation
  • International Organization for Standardization
    (ISO) Certification 90012000
  • Safe Harbor Certified
  • SiteSecure Certified by Cybertrust

The Sterling Difference
  • Top Privately Held Company in Industry
  • Sterlings Lean Six Sigma processes, commitment
    to operational excellence and technology focus
    have earned the company industry wide recognition
    and 1 ranking
  • INC 5000 Fastest Growing Companies 2007 and
  • InfoWorld Top 10 of 100 Best IT Projects of
  • Deloitte Touche USA LLP Technology FAST 500
    Fastest Growing Technology Companies in North
  • Ernst Young Entrepreneur of the Year CEO,
    William Greenblatt - 2006
  • Superior Support Delivery
  • High Tech combined with High Touch
  • Streamlined operations
  • Committed service representatives

Rock solid financials and 33 years of continued
growth has fueled improvement of solutions and
the best retention rate of any employment
screening firm - all organically.
Our Future partnership commitment to our customers
  • Continued focus and improvement in our delivery
    organization Lean Six Sigma orientation
  • Leverage Sterling IT capabilities to further
    streamline background screening processes
  • Increased exposure to Sterlings cross-functional
    Customer Service team consistency in Account
    Manager relationship
  • Participate in joint analysis of all areas of
    business to eliminate multiple touch points
  • Continue charter communication and project plan
    of all supply chains to bgs to parameters of SIS
  • Greater Value Lower Investment
  • Quality
  • Capabilities
  • Customer Service
  • Paperless / Light Touch Handling Program
  • Extended Workforce Management
  • Value

The best indicator of Future behavior is past
Scope of Services
Sterlings operating model is designed to satisfy
the customers hierarchy of needs for
successful delivery of products and services
  • Collaboration to support long-term business
    needs joint product development and process
  • Proactive reviews of account status client
    advocacy and knowledge sharing
  • Easy access to order status and other inquiries
    ownership of issues to resolution
  • Timely order processing quality gates and
    monitoring to ensure accuracy
  • On-time, quality implementations to enable
    processing of applicants or employees

CourtDirect The Future of Criminal Record
Searches - Today
What it is CourtDirect is a proprietary
criminal record search system that builds
electronic pipes directly into court record
  • What CourtDirect means
  • Information retrieved instantly
  • First-party felony/misdemeanor criminal record
  • Maximize accuracy by eliminating data entry
  • Cost control
  • Faster Turn Around Time (TAT)
  • Sterling has integrated with 43 of all court
  • 65 of Sterling criminal searches are done
    through CourtDirect.
  • Searches performed through CourtDirect have an
    average TAT of 5.2 hours versus external
    researcher average TAT of 37.5 hours
  • Sterling will continue to integrate with court
    systems as they become available.

CourtDirect minimizes impacts related to
unexpected as well as expected Turnaround time
(TAT) delays
Auto Distributed Research performed Results sent
for Quality Control 65 Automated 35 Research
FCRA/Special care rules applied Order closed
Unexpected TAT Considerations
Expected TAT Considerations
Sterling Crim Dept reviews open requests every
two hours
Alert posted on Sterlings Website
State County Average Turnaround Time
CA Los Angeles 5.48 Hours
NY State of NY 8.85 Hours
PA Montgomery 2.55 Hours
TX Harris 9.88 Hours
VA Fairfax 8.53 Hours
Orders with expired ETAs are expedited
Alert posted in Sterling Direct and viewable
upon recruiter login
Crim dept identifies cause of delay
Blast email sent to all clients
Crim dept Inform CS of any significant Delays
Sterling has processed international screenings
for over 300 clients in approximately 50
countries in 2009
Albania, Australia, Bahamas, Belarus, Belgium,
Bermuda, Brazil, Canada, Chile, China, Columbia,
Costa Rica, Cyprus, Denmark, England, Finland,
France, Germany, Greece, Guam, Holland, Hong
Kong, India, Ireland, Israel, Italy, Jamaica,
Japan, Kuwait, Lebanon, Luxembourg, Malawi,
Malaysia, Mexico, Monaco, Netherlands, New
Zealand, Pakistan, Peru, Philippines, Romania,
Russia, Scotland, South Africa, South Korea,
Sweden, Switzerland, Taiwan, Tanzania, Thailand,
Tortola, Turkey, United Arab Emirates, United
Kingdom, Uruguay, Venezuela, Virgin Islands
Sterlings international footprint includes
coverage in over 160 countries as well as
representation from world renowned legal counsel
representing 30 countries and regions.
Drug Alcohol Testing Services
DOT and Non-DOT Drug Program Administration
Methods Include
Scope Includes
  • Pre-employment
  • Random
  • Post-Accident
  • Reasonable Suspicion
  • Follow-Up
  • Return-To-Duty
  • Urine
  • Oral Fluid
  • Hair
  • Blood
  • Breath

Instant and lab-based testing solutions
Occupational Health Strategic Relationships
  • Labcorp
  • Quest
  • CRL
  • MedTox
  • Psychemedics
  • Orasure
  • TrueNorth
  • eScreen
  • Concentra
  • US Healthworks
  • EMSI

In-network collection site partners
Drug Alcohol Testing Services
  • Urine Drug Screen Turnaround Times
  • Next day for majority of negative results
  • Two to four days for non-negative results
  • Our Facilities
  • Over 3,300 in-network sites
  • Strictly adhere to DHHS/SAMHSA and DOT
  • Electronic Drug Testing enabled
  • Convenience
  • Online site locator
  • Online results through Sterling Direct and via
  • All results and information maintained
  • One point of contact for results, supplies,
    bills, support
  • Consolidated billing for entire program

Sterlings Occupational Health Services process
supports various options for a well-designed
donor experience
Method of Test
Initiation of Test
Results Review
  • MRO team conducts interview with donors for non
    negative results

Customer registers donor online donor proceeds
to collection site for testing
  • MRO conduct interviews where required

Deliver completed Drug Results
Customer registers donor online or conducts
onsite collection using eScreen equipment
  • All DOT neg and non-neg CCFs reviewed as per
  • Non-DOT negative results Sterlings system auto
    closes and deliver results to Customer

Customer provides paper CCF to donor donor
proceeds to collection site for testing
Paper CCF
Contact applicant for medical review if needed
Confirm Medical explanation of positive
TAT 27 hours on Average From time of
specimen collection to the time of results report
Obtain faxed Rx info from donor
Verify Rx with pharmacy or doctor
MRO releases data based on review
DOT Compliance
  • Safety-Sensitive Employees Random Testing
  • All DOT Modes FMCSA (49 CFR Part 382), FRA (49
    CFR Part 199), FTA (49 CFR Part 655), FAA (14 CFR
    Part 121), PHMSA (49 CFR Part 199), USCG (46 CFR
    Parts 4, 16)
  • Compliance Planning
  • Compliance Reporting
  • Compliance Support
  • Policy Development Review
  • Employee Training (onsite and online)
  • Mock Substance Abuse Test Auditing
  • DOT Physical Examinations
  • Certification required for CDL holders
  • Additional Requirements
  • Driver Qualification Files to be maintained for
  • Driver Logs (Hours of Service) to be prepared and
    evaluated for drivers

Compliance Reporting
Monthly analysis and presentation of performance
against year-end target
Electronic I-9 E-Verify
  • On-line, Automated I-9 / E-Verify
  • Ensure your I-9 Forms are compliant and
    error-free through our electronic error-detecting
  • Mitigate the potential for losing valued
    employees with our Management Alerts sent 90, 60
    and 30-days prior to the expiration of work
    authorization documents.
  • Reduce storage, retrieval and labor costs
    associated with maintaining hard copies of I-9
  • Streamline your I-9 processing with our
    electronic storage and retrieval solutions,
    providing anytime, anywhere, secure paperless
    access for the updating, re-verification,
    management reporting and timely response to
    governmental audits as dictated by law.
  • Stabilize your workforce and eliminate the
    potential for disruptive and costly turnover
    created by the mandatory removal of legally
    unauthorized employees.
  • Decrease your chances of attracting legally
    unauthorized candidates by acknowledging your
    participation in E-Verify.

Service Levels
Standard Service Average Turnaround Times
  • Social Security Trace
  • Criminal Conviction History Search
  • National Criminal Database
  • Credit History Reports
  • Motor Vehicle Reports
  • Employment / Education Verifications
  • OFAC
  • Professional License / Credential
  • Drug Testing

Less than 5 Minutes Average 13 Hours Less than
5 Minutes Less than 3 minutes Same day 24
hours 24 - 72 Hours Same Day 24 hours 24 - 72
Hours Negatives Next Day
Additional Screening Ancillary Services
  • International Screening (Worldwide)
  • HRIS ATS Integrations
  • Adverse Action Letter Automation
  • Adjudication Services
  • Military Verification
  • Targeted Tax Credits
  • Workers Compensation Search
  • Skill Assessment
  • DOT Regulated Screening Services
  • On Staff Medical Review Officers

Service Transparency Results Delivery
  • Email Result Notification
  • Format PDF, HTML, RTF, Text
  • Recipient customizable based on client
    preferences can be sent to self, email group,
    and / or designated user
  • Full Order Notifications
  • Notification is sent out via email upon the
    completion of all services under that order.
  • Piecemeal Notifications
  • Notification for individual services can be sent
    out via email upon completion.
  • Customized Email Notification
  • A customized email will be sent to designated
    individual (s) stating that the order has been
    completed, and can now be viewed on Sterling
    Direct a link is provided to log into the
    Sterling Direct system.
  • Online Viewing
  • Through Sterling Direct all users will have the
    ability to review results online based upon their
    respective viewing rights..
  • The account can be set up so that if requested,
    no email notifications are sent upon completion
    of service and / or order.

Service Transparency Invoice Processes / Billing
  • Invoicing Procedure
  • Invoices can be sent either on a monthly or
    semi-monthly basis
  • Clients can be invoiced by email, postal mail, or
    credit card
  • Recipients
  • Based off preferences of the client
  • Centralized or de-centralized billing contacts?
  • Invoice Format
  • Cover Invoice Sorted by Search Type
  • Statement Invoice all orders processed on a
    semi-monthly basis
  • Cover Invoice Sorted by Cost Center
  • Standard Invoice one invoice per web order
  • Cost Centers cost centers can be identified per
    order based on the preference of the client

Invoicing By Cost Center/Division or Location
Systems Capabilities
Proven ATS/HRIS Integration Solutions
  • Integrated with Top 10 in the Gartner
    E-Recruitment Magic Quadrant including
  • Accio (Sterling Student)
  • ADP VirtualEdge
  • Aon
  • BrassRing (Kenexa)
  • Ceridian Recruiting Solutions
  • Cytiva SonicRecruit
  • Deploy Solutions (Kronos)
  • ERC Dataplus
  • HRsmart
  • PositionManager
  • iCIMS
  • Jobscience
  • Kenexa
  • Knowbase
  • Lawson eRecruiting
  • Oracle iRecruitment
  • Oracle PeopleSoft
  • Peopleclick
  • Request (data in)
  • XML
  • HR-XML
  • Result (data out)
  • XML
  • HR-XML
  • E-mail Notification
  • Custom Reports
  • Secure Data Exchange
  • SOAP over Web Services
  • FTPS

Sterling Direct 2.1 Order Management System
  • New Look Feel Easier to Use
  • Improved navigation
  • Easier to place orders
  • Enhanced search capabilities
  • Makes You More Productive
  • Faster Performance Increased Stability
  • New My Orders Dashboard
  • At a Glance Order Status / Alerts
  • Candidate Invites

Ordering By Cost Center/Division or Location
The detailed results show the information
provided to initiate the background check
the summary of results
Result Status Clarification
  • Definition of terms
  • Verified All information provided is correct
  • Client Review The information provided by the
    reference differs significantly from the
    applicant-provided information.
  • Unverifiable We are unable to verify the
    information provided as the reference is either
    unresponsive or does not have the applicants
  • Verified with Conditions We are unable to verify
    the information provided as we require additional
    information and/ permission to fulfill the
  • What to Expect

It is recommended that Sterling have permission
to contact the applicant directly for additional
information to reduce the likelihood of an
unverifiable request due to lack of information.
Alerts / Notifications / Adjudication
Reports Structure
  • Results can be reviewed through Sterling Direct
  • View on Screen and/or Print
  • Basic Report
  • Subject Profile
  • Results Status
  • Provides a quick overview of Services Run and
    Findings (Alerts)
  • Criminal Results
  • Report
  • Optional Services (If Applicable)
  • Report
  • SS Trace Results
  • Report

Electronic Drug Testing Services
  • How is Electronic Drug Testing conducted?
  • Sterling sets up an online account with vendor
    and provides training
  • Customers register applicants/employees by
    logging on vendor website
  • CCFs are printed at collection site when
    applicant/employee completes collection
  • Advantages
  • Cost savings related to chain of custody
    shipments and maintenance
  • Decreases error rate and delays associated with
    manual processing
  • Employee/Applicant tracking functionality online
  • Disadvantages
  • Only permitted for Non-DOT drug testing
  • Clinic of the vendor must be utilized for
  • Double sign in for customers (SD Vendor site)
  • Labcorp (eChain)
  • 1,000 PSCs are enabled
  • Preferred 3rd Parties expected to follow
  • Quest (eReq)
  • 750 preferred 3rd Parties and PSCs enabled
  • eScreen
  • More than 1,700 in-network clinics enabled

Metrics Reports
Flexible Customizable Options to Meet RIMS
  • 24/7 access to all reports
  • Extensive, Fully Customizable Options for
    Screening Results, Turnaround Times, Statistics,
    Costs, More
  • User-specified Reporting Periods
  • User-specified Security Options
  • Turnaround Time Reports
  • Executive Summary Reports
  • Ad-hoc Reports
  • Permanent Archiving of All Results

Sterling Management Reports assist management
team with a detailed analysis to measure time to
hire as well as the quality of its applicant pool.
Request List Report allows insight into the
services ordered by users and the status of each
Executive Summary allows a summary of the total
number of requests by service for a specific
timeframe, as well as the number of applicants
convicted of a crime.
Turn Around Time Report measures processing time
by of closed orders by a defined time, allowing
for accurate forecasting of new hires
Criminal Statistics Detailed Report gives you a
summary as well as a detailed review by unique
identifiers of all requests, categorized by
results, defined as clear, arrest or conviction
Metrics Reports
Flexible Customizable
to Each Customers Needs Usage Cost
At a GlanceCriminal Record Search Summary and
Account Management
Sterlings Account management and Client service
teams has enhancedour relationship through the
availability of a cross-functional team dedicated
to meeting all of our Clients on-going needs.
  • Account Manager
  • Account related strategic initiatives
  • Best practice recommendations
  • Client Services Support Team
  • Questions regarding order results or status
  • General inquiries
  • Implementation and IT Integration
  • Continued investment in system upgrades
  • Project management for new implementations / IT
  • Enterprise Business Transformation
  • Six Sigma team provides best practice guidance to
    maximize Accuracy and reduce Turn-Around Time
  • Executive Sponsor
  • Participates in projects aimed at service
  • Champions client partnerships within Sterling

The Sterling Account Support Cellular Structure
enables our customers to easily reach their
dedicated team quickly while being provided with
the highest quality and first call resolution
  • In addition to your dedicated Business
    Relationship representative
  • Cross-trained team of Client Service Executives
    and Cell Leaders is available today
  • Available via phone and email
  • Customer Phone Code is 00000
  • clientservices_at_sterlinginfosystems.com

Sterling is able to real-time monitor and
report metrics for all calls and emails completed
by the Cells representatives.
Speed of Answer 9 sec
Abandon Rate 1.1
First Call Resolution 98
Email Response Time 1.35 hr
Our customers satisfaction with our products and
services is measured by tools such as Metrix
Matrix, which guide efforts to continually
improve the customer experience.
Sample of questions from the Metrix Matrix survey
  • How would you rate your overall satisfaction with
    this particular order?
  • On a scale of 1 to 10, how valuable was the
    report in the making of your hiring decision?
  • What would have made the report more valuable?

Wastes or defects identified by Metrix Matrix are
eliminated through the use of Lean Six Sigma
tools such as FMEAs and Failure/Constraint
Analysis that drive Zero Waste Product Quality
to deliver the best experience possible for our
Long-term systemic health of the relationship
between Sterling and our Customers is centered
around Account Managements use of customer
relationship tools such as Loyalty Pro
  • Results are integrated into our Account Review
    and Relationship Management processes
  • Results reviewed with Sterlings Executive
    Committee to provide visibility into customer

Our Process Account Reviews
Our Goal Passionate Customer Advocacy
Overall Experience
Future Needs
Tools such as Loyalty Pro ask questions
concerning advocacy, value add, level of service,
effectiveness of the account team, willingness
refer, as well as provide insight into how
Sterling can assist the customer in the future.
Jackson Lewis LLP Partnership
  • Deferred Adjudication Project
  • Working on state-by-state list
  • Delivered in next 60 days
  • Complimentary FCRA Webinar
  • Collaborative discovery project
  • Determine root causes of why/how candidates fall
    into specific ratings guidelines
  • Jackson Lewis LLP Partnership
  • Online Risk Management Helpline
  • Accessible through Sterlings website
  • Responses to inquiries within 24 hours
  • Updated Reference Library
  • Review Client Documents and other Collateral to
    ensure FCRA Compliance
  • Advise of Statutory Changes / Case Law
  • Quarterly Seminars
  • Previous topics include Increased Issue
    Awareness in Support of Corporate Governance,
    Risk Compliance Programs, Electronic I-9
    Processing Verification and Growing a
    Qualified Performing Workforce in Todays
    Challenging Economic Environment.

Robust, Scalable Adaptable Technology
  • CyberTrust Certified
  • Routine Reviews of Security Network
  • Redundancy
  • Data Replication and Redundant Web servers
  • Geographic Diversity Site Managed by Level3
  • Dual High-Availability VoIP Core Systems
  • Enhancing Disaster Recovery to Achieve Seamless
    Business Continuity
  • Core production Migration to Internap Site (in
  • Enhancement of Asynchronous Data Availability
  • Dual Local Redundancies Scaling Performance
  • Leveraging Enhanced Remote Workforce Support
  • CITRIX environment New Applications for
    Portable Business Continuity
  • Technology Stack enables complete Business
    Continuity on a Roaming-basis

Sterling leverages over 34 years experience in
background screening to enhance value proposition
to customers through tailored solutions and
sophisticated customer support thereby winning
outside recognition.
  • Solid Track Record
  • Amongst the largest privately-held company in the
  • Same ownership since inception
  • 33 out of 34 years of continuous organic growth
  • 96 client retention rate
  • Recognition/Awards
  • INC 5000- Fastest growing companies 2007 and 2008
  • InfoWorld- Top 10 of 100 Best IT Projects of 2007
  • Deloitte Touche USA LLP- Technology FAST 500-
    Fastest growing technology Companies in North
  • Ernst Young- Entrepreneur of the year- CEO
    William Greenblatt- 2006
  • High-Touch Relationship Model
  • Committed service representatives for program
  • Lean six-sigma consultants for continued process
  • Unique Sterling Client codes for automated
    telephonic routing
  • Real time data regarding response time, abandon
    rate and first contact resolution
  • Customized Solutions
  • Industry specific solutions, e.g. contractor
    management intelligence
  • Tailored adjudication protocols to decrease time
    to hire
  • Customized reporting and notifications allowing
    management to make accurate hiring decisions
    customized invoicing options
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