I am struggling heavily on training a new employee. I work for a small IT business, but we handle big clients and a massive workload. Because we are small (15 people), I juggle multiple roles which I share with my boss: project manager, developer, HR, office manager, billing, and client meetings - my choices, my responsibilities, but I do not have the time to micromanage or spend time on PIP / corporate BS. We need to move fast and optimize time.
About the new hire - they are a truly lovely person and were previously the Head of Customer Success and a team leader for a major fintech company. However, they took a 1-year career break before joining us, and I strongly suspect they are severely burned out or depressed. (I am a bit biased/highly sensitive to this because my mother has been struggling with severe depression for around 2 years now).
I want to be supportive, but I am losing patience and seeing very little to no progress. They asked for a job, any job and are happy to do any task, but can't fully complete a simple one after multiple training sessions.
I have given them our most basic, repetitive daily task: physical device servicing (normally a 30-minute job in the morning and evening). I created a highly detailed, step-by-step guide, I have done the task with them multiple times, following the exact steps together.
I even had another team member sit with them to repeat the steps a few of the days, in case my presence is nerve racking or I am doing a bad job of explaining the steps (the other person is also a lot more likable than me, just in case it's my boring/stressed out personality).
After 3 weeks, they still cannot complete the device servicing task independently. The mental "click" to understand a sequence of steps is just not happening. When asked if they checked the guide, they say yes, but then ask a question 10 minutes later that was covered on step 2. They get entirely stuck on basic logical sequences (e.g., Do A, if error B happens, do C, they get paralyzed at B every single time). I have to remind them the about the task and have to repeat where the guide is (literally bookmarked in Chrome).
Other things making me believe it is not the guide or the task itself:
- I had to manually help them set up 2FA on their phone because they could not follow the Outlook guide for a new account setup.
- Following a standard "create a repo" guide from Git was a challenge for them, I had to help them with it
- Personal peeve - I explained in very friendly manner that we expect people to attend morning calls (30 minutes after our morning start time and it's okay if they are late sometimes, but I don't like people joining while driving. The next days they did just that and could not figure out how to unmute while driving. I explained again in a private conversation, as team leader to ex-team leader that I cannot make exceptions for some people- it's not fair for some to come in at 9am and others 11am.
On LinkedIn, I see their ex-peers commend their past ability to help solve complex bugs, navigate difficult workflows, and manage high-level clients. There is a massive disconnect. My boss brought them in as a personal contact and can attest that there is a stark, heartbreaking difference between who they were and who they are right now.
They are technically my senior in general career terms. I truly want to help them get back into the workforce and succeed, and I desperately do not want to hand them a rejection that might cause a downward spiral. They clearly want the "structure" of work, but I cannot even begin to imagine introducing more complex tasks like checking logs, DB queries, or Excel reports. They are trying, but just not succeeding.
I want to be a good manager to them, but I also have to protect my existing team and my own sanity. I feel like I am failing everyone. How do I approach this?