Veterinary leveling programs are structured systems or frameworks that outline the different levels of expertise, responsibility, and skill development within a veterinary practice. It is designed to help guide the career progression of receptionists, veterinary assistants, and credentialed veterinary technicians based on practice goals. Leveling programs typically include clear criteria for advancement, ongoing training opportunities, and performance evaluations.
Veterinary leveling programs aim to provide a transparent pathway for career growth while ensuring that the practice maintains high standards of care and service. It helps employees understand what they need to achieve to move up within the practice and provides a basis for compensation, professional development, and job satisfaction.
Ideally, leveling programs should be developed before hiring and serve as the basis for onboarding and training programs (covered next). While a practice can solely have an onboarding and training program, it often fails to define career progression measures for team members. Therefore, a leveling program enhances the employee experience by providing a ‘clear view’ of long-term employment.
Key components of a veterinary leveling program:
1. Job Descriptions & Responsibilities:
Clearly defined roles for each level, ranging from entry-level positions (e.g., veterinary assistant) to advanced levels (e.g., veterinary specialist or practice manager). See Topic 1, setting clear expectations.
Specific duties and competencies are expected at each level.
2. Skills & Competency Development:
A list of required skills, knowledge, and tasks for each level, such as clinical skills, patient care, diagnostic abilities, technical expertise, and client service.
Progressive training modules and certifications help employees develop these skills.
3. Performance Benchmarks:
To advance to the next level, precise performance metrics or benchmarks must be met (e.g., successful completion of training, proficiency in specific procedures, or leadership abilities).
Regular performance feedback to assess progress.
4. Career Pathways:
A career advancement roadmap might include moving from a veterinary assistant to a credentialed veterinary technician or progressing from general practice to a specialized area of veterinary medicine.
There are opportunities for specialization (e.g., becoming a Veterinary Technician Specialist (VTS) in a particular field, such as anesthesia or emergency care).
5. Compensation & Benefits:
Structured salary increases and benefit adjustments based on progression through the levels.
Additional incentives, such as bonuses or professional development allowances, for higher-level positions.
6. Mentorship and Support:
Access to mentorship from more experienced colleagues.
Continuous education and professional development through workshops, conferences, and certifications.
7. Recognition & Certification:
Opportunities for formal recognition, such as titles or certifications, for attaining higher levels of proficiency (e.g., "Senior Credentialed Veterinary Technician" or "Senior Veterinary Assistant").
Recognition of achievements, whether through internal awards or industry certifications.
Examples of veterinary leveling roles:
Veterinary Receptionist (Entry-Level): Answer phones, schedule appointments, greet clients, check clients out, and accept payment on account.
Senior Veterinary Receptionist: Triage phone calls, handle client grievances, manage accounts receivable, and complete end-of-day reconciliations.
Veterinary Assistant (Entry-Level): Basic animal care, assisting with procedures, and providing client education under supervision.
Senior Veterinary Assistant: More advanced clinical duties, such as taking X-rays, conducting routine laboratory tests, filling prescriptions, and basic client education.
Credentialed Veterinary Technician (Entry-Level): More advanced clinical duties, such as administering and monitoring anesthesia, completing dental prophies, and performing advanced-level laboratory tests. And more advanced client education.
Senior Veterinary Technician: Mentorship responsibilities, advanced procedures, and leadership roles within the team.
Veterinary Technician Specialist: A higher level of expertise requiring specialized training or certification in specific areas of veterinary care, such as Anesthesia, Dentistry, Behavior, Internal Medicine, Radiology, Rehabilitation, etc.).
By implementing a veterinary leveling program, practices can ensure that staff continually improve and gain expertise while providing clear expectations and guidance for employees on achieving career growth within the organization.
Ensure all leveling programs match the developed job descriptions, onboarding/training programs, and performance reviews. Each document supports the other to decrease role confusion and ensure all team members are trained for the same skills and desirable outcomes.
Ideally, job descriptions, leveling, and onboarding programs should be built before the hiring process is started. For hospitals that are improving their processes and already have team members in these roles, consider having them:
Help build the leveling and onboarding programs and
Go through the leveling and training programs themselves.
This will ensure every team member is trained the same (with the exact expectations) and has the same experiences as new team members joining the team.
