Collector - March 2018 - 23

evaluation. After that we hold a managerwide calibration meeting where we talk
about the employee's data and then calibrate
it across all departments. Afterward, in each
department we talk about why we identified
that person as top talent."
Take a close look at your benefits and
scheduling policies: are they inclusive as
well? Offering paid parental leave for the
birth or adoption of a child and flexible
schedules tell employees you actively
support a work-life balance.
"We've found that being flexible gives
us a better opportunity to attract more
people," said Shawn DeLuna, president
and CEO of Collection Bureau of
America, a minority-owned business in
California. "We have not only all different
ethnicities on staff, but also single parents,
students and people getting back into the
workforce, and we've understood for 20plus years that offering flexible scheduling,
off-shifting and makeup time helps our
staff tremendously."
Desatnick said he encourages employees
at Allen Daniel Associates with occasional
child care problems to bring their children
into the office rather than miss work entirely.
"As long as the child is not disruptive,
it's fine," Desatnick said. "We've had people
bring in newborns and set them in their
carriers right next to their desk. The woman
who is my receptionist/client services rep
is a single parent who has been with us for
35 years. She brought her child in starting
when he was six-months old, and I think
that kid grew up in my office. Why would
you want to lose a day of work when you
can just bring your child to work with you?
It doesn't make any business or social sense
not to offer that option."

MAKING AN ACTION PLAN
Alvarez said TrueAccord has a lot of plans
to enhance its workforce diversity and
inclusion practices in the coming year,
including hiring a full-time diversity,
equality and inclusion manager.
Incorporating an emphasis on diversity
into your company culture is easier when
your organization is young, Alvarez points

COLLECTOR 03.18

out (TrueAccord was founded in 2013),
but it's still possible-and, of course,
encouraged-to make your company
culture feel inclusive no matter how
established your organization.
You can start by taking stock of
your current workforce. Some physical
differences may be easy for you to spot
on your own: for instance, what's the
ratio of men and women throughout your
company-and in the boardroom? Other
differences may be less obvious.
McKay encouraged company leaders
to conduct a diversity audit, surveying
employees to learn their impression of how
management prioritizes diversity.
"The magic is in the breakout," McKay
noted. "For example, are there differences
in how genders view the company? Do
employees believe diverse perspectives are
respected? It can be amazing how much
disparity there can be in how people perceive
their workplace."
At Collection Bureau of America, DeLuna
believes in taking a hands-on approach.
"Understanding and knowing your staff
and their families, what's going on in their
lives, is a huge piece of it," DeLuna said.
"We're a smaller, family-owned agency,
and when we know what's going on with
employees it creates a better environment
for everyone. It can be as simple as getting
away from your desk every day to talk to
staff or keeping a bowl of candy in your
office so people stop by to grab some and
talk to you."
However you start it, having an internal
conversation about diversity and inclusion
strengthens not only your talent pipeline but
also the bonds between staff members.
"A diverse workplace is a remarkable way
to create an enjoyable, knowledgeable and
exciting workplace," Desatnick said. "It just
makes for a very pleasant experience for
employees and the consumers we serve.
Plus it's exciting to see people's horizons
expanding, especially if they haven't worked
in a diverse environment before."
Anne Rosso May is editor of Collector
magazine.

KEYNOTES

1

Train hiring managers
to prevent unconscious
bias, and make sure they
hear from leadership that
diversity is a company
priority.

2

Use an applicant
tracking system to
help you keep in touch with
internal diversity metrics.

3

Offer flexible
schedules to not only
accommodate parents
and students, but also
employees who need to
work around religious
practices.
23



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

From the Editor
Industry News
Best Practices
FYI
Collection Tips
Enriching the Diversity Conversation
A New Take on Skiptracing
Collecting From Different Generations
Calendar
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
Compliance
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
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