The Hidden Power of Onboarding: Why Systems That Set People Up for Success Change Everything
Most leaders in human services have had the same experience:
A new hire walks in full of hope, nervous energy, and a desire to make a difference.
Two weeks later, they’re overwhelmed.
Six weeks later, they’re gone.
And we’re left staring at the schedule, wondering how to keep the house staffed another night.
It’s not because they didn’t care.
It’s not because we didn’t care.
It’s because the system they stepped into didn’t give them what they needed to succeed.
Recently, I sat down with Helena Maguire from Melmark on Episode 67 of the IDD Leader podcast (link to episode). And what struck me wasn’t a single “aha moment” — it was the quiet consistency of an organization that has built systems around one simple belief:
People thrive when the work environment is designed for their success from day one.
And the proof?
Melmark’s turnover sits around 11%.
Not a typo.
Eleven.
In a field where 40–60% is common.
Let’s talk about why.
Why Onboarding Fails (Even at Good Organizations)
If you’re reading this, you already know the truth:
Most onboarding programs are a mix of good intentions and impossible pressure.
New hires are rushed to coverage because:
“We’re short tonight.”
“We need someone in that classroom.”
“We can’t keep asking the same staff to stay late.”
Supervisors know it’s not ideal, but they’re drowning too.
So onboarding becomes something done to new hires, not for them.
The result?
They feel unprepared, unsupported, and unsure.
Confidence never gets a chance to take root.
And people don’t stay where they don’t feel capable.
What Melmark Does Differently
What impressed me about Melmark isn’t that they created a magical program.
It’s that they made one crucial decision:
They stopped pretending people can succeed in a system not built for them.
Instead of pushing staff into direct work before they’re ready, Melmark:
Slows onboarding down
Builds competence before coverage
Uses real skill demonstration, not box-checking
Provides hands-on coaching
Preps supervisors to support the process
Designs the work environment so new hires feel capable, not terrified
This doesn’t make onboarding easier — it makes it effective.
And here’s the part I think will resonate with leaders everywhere:
It takes time no matter what.
Either you spend the time building competence up front… or you spend even more time later dealing with turnover, burnout, mistakes, and endless retraining.
Melmark chooses the first path. And it shows.
The Heart of It: Systems Create Confidence
Confidence isn’t a motivational speech.
It’s the natural outcome of a well-designed system.
Every DSP wants to feel competent.
Every supervisor wants to support their team.
Every leader wants stability.
But none of that happens by accident.
It happens when the structure employees step into — on day one — matches the expectations we place on them.
The organizations that figure this out don’t just reduce turnover.
They change the emotional experience of work.
That’s why Melmark’s 11% turnover isn’t just a statistic.
It’s evidence of a system that sets people up to win.
A Path Forward for Your Organization
If you’ve been thinking about reworking your onboarding or supervisor support systems, let Melmark’s example remind you:
This is possible.
You don’t have to overhaul everything at once.
Small, intentional design choices make a big difference.
And your staff will feel the shift immediately.
Start with one question:
What would it look like if our onboarding system was built entirely around helping new staff feel competent?
Answer that, and you’re already on the path to lower turnover, stronger culture, and a calmer organization.
Where to next?
Want a free tool to help you assess where your supervisors might accidentally be contributing to staff turnover? Check out The 7 Quiet Danger Signs Your Supervisors Are Burning Out Their Staff.
