HOW PROACTIVE WORKFORCE MANAGEMENT INCREASES EMPLOYEE JOB SATISFACTION

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1 HOW PROACTIVE WORKFORCE MANAGEMENT INCREASES EMPLOYEE JOB SATISFACTION FROM A LEADER IN AGENCY WORKFORCE MANAGEMENT SOLUTIONS

2 INTRODUCTION Job satisfaction is critical to productivity, motivation, and low employee turnover. Agencies face major challenges in finding ways to increase job satisfaction. Balancing funding with keeping the workforce engaged and satisfied with their jobs is an on-going problem. A new survey showed that only 45% of employees are satisfied with their jobs. This is the lowest level ever recorded by the Conference Board in more than 22 years of research. This publication explores ways in which a proactive agency workforce management solution can help increase job satisfaction. As recently as ten years ago, recordkeeping was more often than not paper-based. Timesheets, timecards, schedules, PTO requests, service documentation, and more was on paper. The increase in regulatory and compliance requirements combined with the dramatic lower costs for workforce management systems the daily exposure of all employees to technology in their day-to-day lives is fueling a rapid proliferation of workforce management solutions. Increasingly large numbers of direct support staff are interacting with automated time and attendance, scheduling, and service documentation solutions. Traditionally, these systems are selected by Financial and Payroll departments to meet the goals of eliminating the costs and risks of paper timesheets, controlling payroll costs, expediting billing, and capturing documentation. But as the economy improves, employees have more options as to where they work. Many agencies are seeing increased turnover, greater difficulty in filling open positions, and retention problems. Agencies often think that nothing can be done to mitigate these problems, apart from increasing pay, which budgets often do not permit. A new survey showed that only 45% of employees are satisfied with their jobs. This is the lowest level ever recorded by the Conference Board in more than 22 years of research. However, an effective agency workforce management solution that direct support personnel actually enjoy using and benefits from will improve job satisfaction, while increasing efficiency and compliance. Employees are hired to do a job to help the disabled and vulnerable in society. Too often, clunky, generic workforce management systems become a burden and create a negative attitude among employees. They tend to view the technology as something that is only designed to control payroll, not make their work life easier. The result is low compliance rates and additional training costs. So what are the key ingredients of an effective agency workforce management solution that employees can enjoy using and receive personal benefits from? 1

3 PTO REQUESTS PTO is very important to everyone from Executive Directors to Direct Support Personnel. But at all too many agencies, this scenario plays out: the employee s a manager or calls them to request time off. The manager does not have the information they need (PTO balances, Schedules) readily at hand, so they are not able to respond immediately. The manager gets distracted by other tasks and forgets about the PTO request. The result is a frustrated employee. With an automated PTO system, the employee is able to submit a PTO request from anywhere, anytime, and receive an immediate response as to whether the PTO request is qualified (adequate balance, sufficient notice given). If the manager gets distracted by other tasks, the manager is automatically reminded. When the PTO request is approved (or denied), the employee receives the response in writing. For the agency, the benefits of providing employees with automated PTO requests are enormous. These processes mirror the processes employees now regard as standard in the outside world from using Amazon, ebay, and others. Agencies still using manual-based systems, risk engendering resentment even if all requests are handled smoothly simply because the manual system no longer complies with employee s expectations. For the agency, the benefits of providing employees with automated PTO requests are enormous: Reduces interruptions for managers and HR Eliminates PTO loss (on average 8-12 hours per year by employee) Streamlines operations, freeing up time for the actual business of the agency serving individuals SCHEDULE PROMPTING Similarly with schedules, employees making medical appointments and other arrangements now get automated reminders by or phone. Agencies not using schedule prompting (sending an or text with the next day s work instructions), can appear out-of-date and ineffective to employees who now expect these reminders. With an automated PTO system, the employee is able to submit a PTO request from anywhere, anytime, and receive an immediate response. In return, the agency benefits from reduced absenteeism, higher moral, and a more aware workforce. SCHEDULING Employees like to know where they are working and with whom they are working with. They like to know their schedule well in advance so they can make other plans. Paper schedules posted in work sites or mailed to employees (some agencies still do this!) are always out-of-date, inaccurate, and largely a 2

4 waste of time. Employees know this and what is worse, see the agency as being ineffective. With an effective agency workforce management solution, employees can view their up-to-date schedule, see who they are working with, and any open positions anytime, anywhere. In addition, an organized scheduling solution allows schedules to be created well in advance, which helps employees and allows overtime to be minimized. Last minute scheduling can upset employees and cost more in overtime. Tracking employee preferences and restrictions maximizes employee satisfaction with their shifts and avoids calling employees to fill an open position they can t take. Integrating schedule preferences and restrictions into the new hire procedures starts this process from day one. Mark Twain once said, I can live for two months on a good compliment. Personal recognition is a powerful tool in building morale and motivation. Using an HR newsletter to keep different groups of employees updated about changes that affect them helps with job satisfaction. Simple s of praise at the completion of a project, monthly memos outlining achievements of a team to the wider division, and peerrecognition programs are all ways to inject positive feedback into a workforce. Also, consider reporting accomplishments up the chain. A thank you note to the employee is good. Copying higher-ups makes that note even more effective. ONLINE, REAL-TIME TIMESHEETS Paper timesheets are still used in many agencies despite the obvious costs and risks to the agency. While some employees may benefit from being able to falsify their time, the majority of employees will prefer to use an agency workforce management solution that allows them to view their attendance and PTO anytime, anywhere, and submit requests to change a time or provide a missing punch. AUTOMATED ALERTS, GREETINGS, AND HR MERGE Agencies need to communicate with employees all the time about workforce matters such as training, classes, licenses, holidays, birthdays, reviews, anniversaries, and more. An agency workforce management solution ensures all employees get all the alerts and greetings they need without sending out s from lists that risk being incomplete, late, or forgotten. The employee is provided with plenty of notice about expiring licenses, training class availability, upcoming reviews, and receives greetings on birthdays and anniversaries. Simple s of praise at the completion of a project, monthly memos outlining achievements of a team to the wider division, and peer-recognition programs are all ways to inject positive feedback into a workforce. 3

5 DOCUMENTATION Most employees want to do a good job. And knowing that they have done everything correctly and completely gives everyone the confidence that the best care possible has been delivered. Workforce Management solutions that allow direct support staff to check off the tasks they were meant to do during a shift and complete documentation allows staff to complete their paperwork more quickly and accurately. In addition, built in checks ensure all mandatory information is complete and helps ensure best practices were followed. Documentation can be completed quickly and accurately by phone, tablet, or PC enabling staff to focus on the individuals they care for and not the technology, which makes for happier direct support personnel. For other related MITC publications, fact sheets, or presentations, visit Documentation can be completed quickly and accurately by phone, tablet, or PC enabling staff to focus on the individuals they care for and not the technology. ABOUT MITC MITC provides modular workforce management solutions and services to support all the needs of agencies time and attendance, advanced employee scheduling, service documentation, payroll rules and reporting engine, workforce analytics, payroll and billing integration, and more. For 25 years, MITC has grown to serve over 1,500 organizations in the USA, the UK, Africa, Australia, Canada, Ireland and New Zealand with 5 to 10,000 employees. They have selected MITC to help control costs, save time, improve productivity and ensure compliance. Visit to learn more. 4

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