Collector - March 2018 - 22



Use gender-neutral pronouns in emails: "Thanks, all!" instead
of "Thanks, guys!"

Think outside the box when it comes to celebrating holidays
and encourage employees to bring foods from their cultures
or countries of origin on special days.


Make sure the photos on your website show job applicants,
clients and consumers that your company values diversity.
Flexible schedules come in handy not only for working parents,
but also students and people taking care of aging parents.


Have everyone on staff take an unconscious bias
test. Harvard University offers a free one called Project

Chambers said. "But the reality is that people
are different. So when you focus your hiring
and screening on only one or two things,
you're basically stacking the deck in such
a way that you are almost guaranteed a
nondiverse workforce."
Hiring bias-the tendency for
interviewers to favor candidates who are
like them-is real. Train managers to
prevent unconscious bias, and make sure
they hear from leadership that diversity is a
company priority.
A more data-driven approach to hiring
can help here. A 2003 study by UCLA
researchers discovered that job seekers with
white-sounding names receive 50 percent
more callbacks for interviews than those
with black-sounding names. That's why in
the early stages of the hiring process, some
companies scrub resume details that could
introduce bias of any kind before passing
them to hiring managers.
TrueAccord redacts names and
educational background from resumes
to prevent hiring managers from making
subjective decisions on a candidate. When
they interview for a position, candidates
speak to a team of panelists from the


company (of varying age, gender and
ethnicity as well as rank and department)
who later give Alvarez anonymous feedback
on the candidate.
TrueAccord also uses an applicant
tracking system called Lever to score
applicants and archive notes on their
hiring journey.
"A lot of companies don't invest in a system
like this but for us it's really important if we
want to continue with the momentum we
have on diversity," Alvarez said.
Finally, when applicants go to your
website, do they see a diverse workforce
portrayed there? Last fall, TrueAccord hired
a videographer to come in and shoot footage
of staff that Alvarez said will be posted on
the company's website.
"It's not only for applicants but also for
our customers and the community we
serve-we want them to know that they are
working with people who understand their
circumstances," Alvarez said.

Once you get a diverse workforce, how do
you maintain it? Companies often "expect

that they can merely put people who differ
in a group and magic will happen without
them attending to it at all," said Patrick
McKay, a professor of human resource
management at the Rutgers School of
Management and Labor Relations.
To get that "magic," ask yourself: is
your current corporate climate conducive
to having people of differing ages, races,
socioeconomic backgrounds and genders
working together? What are you doing to
show employees that you value diversity
and inclusion?
When Dawn Van Horn, human resources
manager for Berlin-Wheeler Inc., learned
that one of the company's employees had
recently undergone a gender transition, she
sat down with the person to determine what
management could do to better support
them, including how they wanted to be
addressed and how the company's dress
code applied.
The employee pointed out they were
still using the restroom that corresponded
with their assigned sex at birth, so Van
Horn negotiated with senior management
and their landlord to change one of the
building's multiple women's restrooms
into a gender-neutral space, with a sign
designating it as such.
"Everybody on staff knew why it was
done, and the change went over fairly well,"
Van Horn noted. "One of our staff even took
a picture of it and put it on their Facebook
page with a note about how cool their
employers are for making it happen."
Van Horn also went through BerlinWheeler's policy and procedure handbook
to make sure everything-including job
descriptions-used gender-neutral pronouns.
Unconscious bias is not isolated to the
hiring phase-it often comes into play when
managers evaluate employees' performance
for raises or advancement.
"Statistically, men promote men," Alvarez
said. "To counter that, we've implemented
a talent matrix that has two axis points:
One evaluates a person's competency
and skill sets, the other evaluates their
results and accomplishments. It takes
the subjectivity out of a performance


Table of Contents for the Digital Edition of Collector - March 2018

From the Editor
Industry News
Best Practices
Collection Tips
Enriching the Diversity Conversation
A New Take on Skiptracing
Collecting From Different Generations
Honor Roll
Are You an ACA Professional Collection Specialist?
Understanding the Credit Reporting Landscape
An Inside Look at ACA’s Judicial Advocacy Efforts
Break It Down
ACA Files Amicus Brief with Court of Appeals in Case Combatting TCPA Abuse
ACA SearchPoint
Last Word
Collector - March 2018 - Cover1
Collector - March 2018 - Cover2
Collector - March 2018 - 1
Collector - March 2018 - 2
Collector - March 2018 - 3
Collector - March 2018 - From the Editor
Collector - March 2018 - 5
Collector - March 2018 - Industry News
Collector - March 2018 - 7
Collector - March 2018 - 8
Collector - March 2018 - 9
Collector - March 2018 - Best Practices
Collector - March 2018 - 11
Collector - March 2018 - FYI
Collector - March 2018 - 13
Collector - March 2018 - Collection Tips
Collector - March 2018 - 15
Collector - March 2018 - Enriching the Diversity Conversation
Collector - March 2018 - 17
Collector - March 2018 - 18
Collector - March 2018 - 19
Collector - March 2018 - 20
Collector - March 2018 - 21
Collector - March 2018 - 22
Collector - March 2018 - 23
Collector - March 2018 - A New Take on Skiptracing
Collector - March 2018 - 25
Collector - March 2018 - 26
Collector - March 2018 - 27
Collector - March 2018 - Collecting From Different Generations
Collector - March 2018 - 29
Collector - March 2018 - 30
Collector - March 2018 - 31
Collector - March 2018 - Calendar
Collector - March 2018 - Honor Roll
Collector - March 2018 - Are You an ACA Professional Collection Specialist?
Collector - March 2018 - 35
Collector - March 2018 - Understanding the Credit Reporting Landscape
Collector - March 2018 - 37
Collector - March 2018 - An Inside Look at ACA’s Judicial Advocacy Efforts
Collector - March 2018 - 39
Collector - March 2018 - Break It Down
Collector - March 2018 - 41
Collector - March 2018 - ACA Files Amicus Brief with Court of Appeals in Case Combatting TCPA Abuse
Collector - March 2018 - 43
Collector - March 2018 - Compliance
Collector - March 2018 - 45
Collector - March 2018 - ACA SearchPoint
Collector - March 2018 - 47
Collector - March 2018 - Last Word
Collector - March 2018 - Cover3
Collector - March 2018 - Cover4