Staffing Case Study: How a Public Utility Company Solved Hiring Challenges with Matern Staffing Partnership

Background

A prominent public utility company provides electric service to over 180,000 connections across 22 counties from the Chesapeake Bay to the Blue Ridge Mountains of Virginia. The company has always been committed to providing exceptional service to its customers. However, maintaining this level of service required a steady flow of talent across many departments. These included warehouse and dispatch roles, as well as internships in business, research, and communications. One unique challenge involved hiring and training Member Service Representatives (MSRs). MSRs play a critical role in resolving customer issues and upholding service standards.

The Challenge

To continue delivering top-notch service, the utility company needed a reliable partner to help fill several critical roles. These roles included dispatchers, member service representatives (MSRs), warehouse staff, help desk personnel, and others. The MSR role required candidates to complete a structured six-week hybrid training program, with each stage building on the last. Advancement depended on successfully completing each phase of training in sequence. This intensive program demanded 100% attendance, strong engagement, adaptability, and dedication. These requirements ensured only the most prepared and capable individuals advanced, aligning with the utility company’s high standards.

The Solution

Recognizing the importance of having the right people in place, the utility company partnered with Matern Staffing in June 2019. The partnership was designed to support the company’s mission by providing qualified candidates for both temporary and contract-to-hire roles. With Matern’s assistance, the utility company could focus on its core responsibilities to the community, knowing that its staffing needs were in expert hands. 

Implementation

Together, the utility company and Matern Staffing developed a customized recruitment strategy that emphasized quality, efficiency, and alignment with the company’s values. This collaboration led to the successful filling of over 120 contract positions across the company’s various departments. 

For the biannual MSR hiring events, Matern Staffing provided a tailored recruitment process, resulting in high-quality candidates who were not only capable of completing the intensive training program but also aligned with the utility company’s commitment to customer service and personal integrity. This process led to 52% of the MSRs being permanently hired, contributing to the company’s long-term success.

“Matern Staffing invested time in learning about our company’s culture, the technical skills required for each position, and the importance of respecting others because ultimately our customers are our neighbors.” – Dee J., Talent Acquisition Specialist

The same approach was applied to hiring dispatchers, with 88% of those brought in through Matern Staffing being permanently hired—a testament to the quality of the candidates and the strength of the partnership.   

To meet the high standard MSR hiring requirements, Matern has optimized its recruitment and hiring processes over the years to include: 

• Tailored recruitment marketing messages highlighting growth opportunity. We emphasize the role as a stepping stone to a broader career path within the company. Therefore, this attracts candidates looking for a long-term fit. 

• Behavioral and situational interview techniques and more robust skill assessment testing 

• Launched targeted outreach campaigns to attract bilingual candidates and analyzed top performer data to refine our sourcing strategy 

• Creating a deep talent pipeline from which to immediately source for subsequent training classes 

• Implementing an orientation day prior to the start of training classes. This orientation allows us to review policies, set clear expectations, and ensure new hires are prepared and aligned before they begin formal training. 

• Holding debriefs with the client after the completion of a training course to get feedback and make improvements 

“Over the years, Matern has fine-tuned our hiring. It was especially difficult during the pandemic, but we adapted with hybrid training schedules. Most recently we implemented an in-person orientation day prior to the start of training classes. New hires leave feeling more prepared and excited to begin the training and their new career.” states Teresa West, Director of Staffing & Recruitment for Matern Staffing. 

Results

Over the past five years, the partnership between the utility company and Matern Staffing has yielded impressive results. “We’ve seen improved retention rates and an overall enhancement in the quality of our workforce, particularly in customer-facing and technical roles that we’ve partnered with Matern,” states Dee, Talent Acquisition Specialist for the client partner.

• Over 120 Contract Positions Filled: From mailing to internships, dispatching, and more, the company ensured continuity and operational excellence by filling these critical roles. 

• Permanent Hiring Success: 52% of MSRs and 88% of dispatchers have transitioned from contract roles to permanent positions. This reflects the effectiveness of the recruitment and training processes. 

• 21 Internship Positions Filled: From business, regulatory affairs, clean energy, communications, and more, Matern connected the future workforce with hands-on learning opportunities across various areas of study. 

• Operational Efficiency: The company has seen reduced time-to-hire, improved retention rates, and an overall enhancement in the quality of its workforce, particularly in customer-facing and technical roles.  

Conclusion

By partnering with Matern Staffing, the public utility company has solidified its position as a leader in service excellence. The company’s dedication to finding and nurturing the right talent has been instrumental in its ongoing success. Teresa West notes, “We regularly have job seekers who approach us about upcoming class opportunities because we partner with the utility company. The job seekers know it’s a wonderful company to work for, so they want to get in!”

This staffing case study highlights the power of strategic collaboration and the impact of a company that takes charge of its future by investing in its people. 

Ready to make informed hiring decisions? Let Matern Staffing help you build a strong team for 2025 and beyond. Schedule a no-obligation staffing strategy session, contact our sales team, or submit a talent request.