Potential employees form part of the latest category of organisational consumers, and companies are embracing the challenge to influence their buying (applying to jobs, accepting employment) with innovative candidate experience product offerings. The candidate experience (CX) directly affects the competitiveness of the employer brand in the war on talent.

A stellar CX with automated chatbot application functionalities, mobile testing and gamification assessments and top-notch video interviewing ingenuities may fall flat at the onset and conclusion of background screening procedures. The significance of adequate vetting and checking is undeniable. However, the manner in which these actions are conducted most often leaves a lot to be desired. Efficiency and courtesy left by the wayside, leave potential superstar candidates feeling vulnerable, exposed, even annoyed, with a bad taste in the mouth.

Screening Uncertainties

Verification and vetting represent a time of uncertainty for candidates already exposed to ‘’putting themselves out there” during recruitment, interviewing and assessment activities.

·      Logistics: They may wonder about the logistics involved, such as location of the screening facility or duration of the checking process. Do they need to take leave, organise transport or get documentation certified at the SAPS?

·      Details: Candidates may also have questions about the nature of the screening process. How will the checks be conducted; will their fingerprints be taken? What kind of checks will be performed (credit history, criminal status, qualification validity, employment verification)? Is their application confidential, for example, during confirmation of employment, would their current manager be contacted compromising them at work? Will there be any social media screening taking place?

·      Application Success: There could be concerns about the employer’s perception about them subsequent from the screening outcomes. Will a less than desirable result for instance, a credit default or a DUY offence impact on whether they get the job or not.

·      Access to Information: Authentication, consent and authorisation measures followed are of utmost importance to candidates and also whether the service provider holds the appropriate licensing credentials to perform background screening. Would they be afforded access to review their own verification report, and receive alerts when entities request checks on their profiles?

·      Privacy of Personal Data: Data privacy and adherence to the POPI Act would be under candidate scrutiny too. Who would gain access to their sensitive information? Where is the data stored? How is their candidate data handled and managed? Is their documentation such as ID, physical address details and qualification certificates protected against cybercrimes and how long is the information stored for?

As recruiters and hiring managers, we need to appreciate the fact that background screening remains a big deal for candidates regardless of age, qualifications or seniority.

Meeting Candidate Expectations

The job seeker in the 4th Industrial Revolution has explicit expectations regarding their application journey. To ensure a background verification process that hits the mark, consider the following aspects:

·      Clarity: The lack of clear instructions and transparency into process methodology and results are sure to cause hiccups. A crystal-clear process explanation, providing ‘’how to’’ instructions, rules regarding consent, and indications of turnaround times are crucial information. Background screening is not error-free. The recourse methods to log a dispute resolution should be readily available with relevant contact information listed. Easy-to-understand explanations to address data storage, security and privacy concerns described in ordinary English (not cybersecurity tech talk) will assist in assuring candidates that their data is safe and secure.

·      Convenience: PDF forms require printing, scanning and a time-consuming paper process. A hassle-free application which is paperless, web-enabled and accessible from any smart devices is a priority nowadays. Add to this self-service access and permission granting by mobile app or text authentication, and you have a winning approach in the making.

·      Responsiveness: Unknown timeframes and radio silence in terms of status updates are causes for anxiety and frustration. After submitting information and taking their fingerprints, the nerves are bound to set in. Sufficient feedback regarding progress, anticipated turnaround times, the status of each check performed and speedy communication when results are obtained, is imperative.

Background screening strategies should align with these expectations to enhance, not hinder the overall candidate experience.

Choices: All about them

When choosing a provider, careful consideration should be brought into strategies that positions candidates in the proverbial driver’s seat of their own applications, assigning them with a level of “ownership during the job seeking journey.

The candidate consumer will undoubtedly be the most sticky company customer to impress going forward. The candidate-company scale is shifting irrefutably from candidates jumping through hoops to be selected by companies in the past, to companies pulling out all the stops in attracting and engaging potential candidates, to ensure they remain ahead of their market competitors.

These new consumers expect Employer Value Proposition (EVP) “product offerings” that represent transparency and authenticity with a clear focus towards candidates as valued human asset commodities.