Moving Beyond the Resume to Find the Candidate’s ‘Why’

In an ever-evolving recruiting landscape, one element has remained constant: Resumes serve as the narrative of a candidate’s journey. Faced with a shrinking healthcare workforce, however, hiring experts say it is essential to look beyond the initial application to better understand and empower job seekers.

“It’s time to acknowledge that resumes seldom tell the whole story,” says Darlene Morocco, Chief Nursing Officer of Cleveland Clinic Lutheran Hospital.

A resume is designed to summarize a candidate’s professional history, but it may not provide a complete picture of their skills, experiences, personal attributes, and potential.

The art of listening

With such limitations in mind, Morocco encourages recruiters and hiring leaders to approach their hiring process with empathy, seeking to understand each individual’s unique strengths and motivations. Insights like why an applicant wishes to join the organization are seldom fully conveyed through a resume or cover letter alone, she adds.

But how do we transition from the conventional approach to an empathetic approach? Kiersten Kanaley, Vice President of Talent Acquisition Operations, suggests embracing the moment to build trust and psychological safety. “Create a sense of belonging for job seekers during the application and interview experience, and foster an environment that inspires them to believe, ‘This organization is a place for a person like me,’” she says.

Ensuring psychological safety

Kanaley emphasizes that the organization has effectively advocated for a candidate if the candidate feels:

• Valued for the meaningful connections created during the interview process.
• Recognized and understood what matters most to them on both personal and professional levels.
• Empowered by the opportunity to share their unique story and how they could make an impact.

“When we can understand and meet the needs of the organization, the job and the candidate, all three will thrive,” says Kanaley. She also highlights the organizational advantages of creating an insightful, empathetic hiring process. An effective process can help:

• Create a positive candidate experience.
• Enhance an organization’s employer brand.
• Build a strong talent pool.
• Generate referrals for the organization.
• Reflect positively on the organization’s reputation.

Cleveland Clinic recruiters have discovered that candidates appreciate receiving feedback on how to improve their interview skills, explains Kanaley. A recent survey designed to measure applicant satisfaction reveals scores well above the benchmark, she adds. As one recent job seeker states, “My experience from application to new hire is one I’ll never forget. Cleveland Clinic sets the standard for excellence and a thorough handling of this process.”

Cultivating curiosity

Kanaley reminds recruiters that just because a candidate is not the right fit for a particular role, their journey doesn’t have to end there. As a high-reliability organization, Cleveland Clinic prizes curiosity and encourages caregivers to have a questioning attitude, particularly during the hiring process.

“It’s important to evaluate whether there’s something we may have missed during the interview process,” she says.

Haleigh Reed, Manager of Talent Sourcing, describes a recent near-miss that turned into an excellent learning experience. She noticed a candidate who had applied for and was turned down for several positions yet continued to apply. After digging deeper, Reed discovered that the applicant had recently changed her objectives. She was now interested in a full-time position and was available to work nights – both of which were game-changers.

“The recruiter and I were able to find the candidate a position for which she was absolutely qualified and was really excited about,” Reed says.

Offering guidance

Treating a candidate like family and investing in rejected candidates’ development not only benefits the individuals, but it also contributes to the organization’s reputation, talent pool and continued overall success, explains Kanaley.

“By providing mentorship, we can create a positive ripple effect,” she says. “A recruiter might say, ‘I really liked it when you shared this thought or detail. Next time when you’re in front of the hiring leader, I recommend highlighting that point.’ Candidates have put their hearts, their time and their energy into the application process, so they’re typically grateful for our guidance. Whenever possible, we owe it to them to share how they can better position themselves for a future role.”

Kanaley adds that these practices can also help recruiters advocate for non-traditional candidates, who are sometimes overlooked or may need some additional help getting across the finish line.

“By putting in the extra effort and creating a positive legacy, you may help someone realize their dreams and develop a meaningful career within your organization,” she says.