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STAFFING SERVICES REDESIGN PROJECT. Presented by: Gentil Mateus Regional Director Human Resources Lee VanMeter Project Lead, Staffing Services Redesign June 23 rd , 2008. Interior Health Facts. Area Population: 693,000 Budget: 1.2 Billion 35 Acute Care Sites

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staffing services redesign project


Presented by:

Gentil Mateus

Regional Director Human Resources

Lee VanMeter

Project Lead, Staffing Services Redesign

June 23rd, 2008

interior health facts
Interior Health Facts
  • Area Population: 693,000
  • Budget: 1.2 Billion
  • 35 Acute Care Sites
  • 4,427 Residential Beds
  • 19,500 Employees
  • 1,200 Physicians
  • Communities served: 54
  • Regional Districts: 10
  • Number of Regional Hospital
  • Districts: 7
  • First Nation Communities: 55
The Burning Issues
  • Growing shortage of health care professionals, and increasing demand for services
  • Within IH the demand for services is projected to increase 1-2% per year for the next several years
  • During the next five years, we will lose approximately 2500 employees to retirement
  • Largest operating cost is our workforce ($850m)
  • The need to control workforce costs, improve retention and staff morale
  • 1 Payroll system
  • 12 Scheduling Offices
  • 10 Databases
  • Incompatible ESP versions
  • Inconsistent Practices
project history



Project History

TALKED individually with Mgrs

Looked at Casual


Interviewed 550 CASUALS by telephone

Analysed a full year of PAYROLL DATA



53 people

ANALYSED COSTS of Existing Scheduling Offices

Business Planning – Gathering the Data

Business Planning Methodology

  • Site visits and interviews with managers across all HSA’s
  • Survey of Casual Workforce
  • Facilitated workshops across region to gather group input
  • Consultation with unions
  • Analysis of one year of staff utilization data (2003)
business planning gathering the data
Business Planning – Gathering the Data

The Evidence showed:

  • High levels of overtime use, but casuals claiming they were not being offered work
  • Casuals not actively managed and with high turnover
  • Staffing levels and skill mix in similar departments varied significantly and troubling increase in Workload hours
  • Service levels in existing scheduling offices varied tremendously
Casual Labour – Used Inappropriately

RN Demand

How demand was being filled


Productive time used

Unplanned wkld

Type of labour being used

End of Shift O’time


Short Notice Leave Relief

Full Shift O’time


Casual Labour

Advance Notice Leave Relief



Regular shifts from rotation lines

Permanent Staff paid straight time



Business Planning – Developing the Strategy

Created an Achievable Vision for the Future

  • Create a cost neutral solution by establishing a Staffing Service with ‘service centres’ in each HSA
  • Create HSA wide certifications to offer staff more options and remove barriers to the effective deployment of staff
  • Offer enhanced range of services including:
    • 24/7 service
    • Rotation Specialist team to look at more flexible rotation options
    • Workforce Consultants (WIC) to help manage the relief workforce
  • Corporate management of new service to create consistency and accountability
  • Dual reporting relationship to HSA management to ensure strong local partnerships
  • Adoption of a Balanced Scorecard approach to measure outcomes
Business Planning – Developing the Strategy

Projected Benefits of Future State Vision

  • Improved staff retention in the face of a critical workforce shortage
  • Commitment from front line management to a better work place and a development of a partnership between staff, union and management
  • Reduction in Sick Time and Overtime due to better scheduling & less burnout
  • Enhanced ability to respond to workforce trends
  • Greater visibility into staff utilization across the organization and better information for managers and executive team
vision goals
Vision & Goals

Vision was:To standardize the staff scheduling and utilization processes throughout Interior Health

Goals were:

  • Better end user service for managers, casuals and staff
  • Improved staff satisfaction and retention
  • Automated processes
  • Reduced labour costs
our mission statement
Our Mission Statement

To deliver extraordinary service to

Interior Health by providing highly

responsive staffing solutions and

workforce planning, in order to

contribute to the delivery of safe,

quality healthcare by Interior

Health now and into the future.

Staffing Services Redesign
  • Builds upon the ESP Scheduling System to make it a better all round
  • scheduling process
  • Creates tools to save managers time, improve staff retention and provide a better service to all who use it
Process Design

Collaboration and Participation were at the heart of the design methodology!

  • Design Process divided into six modules
  • Rotation and Position Management
  • Planned Leave Management
  • Short Notice Leave & Daily Staffing
  • Scheduling Relief
  • Relief Staff Management
  • Timekeeping
process design
Process Design
  • Design Team of approximately 40 people reporting to Steering Committee of 12 senior executives that regularly reviewed the work of the Design Team. The Design Team was comprised of:
    • Staff, including casuals
    • Managers
    • Regional union representatives
    • Schedulers
    • Payroll and HR staff
  • It takes time!
    • A “strawman” approach is used to save time
    • 12 full day workshops over 16 weeks
Design Team

Design Team process was a great success. Group created 22 work flows and came to a consensus on all but one of them.

Design Team

Overall, the group was amazed that people from all walks of life came together, with own agendas, own history and cynicism yet, through the process, realized that we are all working towards the same goal.

“These were the most productive meetings of my career”

“If everybody in my workplace could feel a little of what went well here, it would be a better place to work.”

“I came with a lot of cynicism and little hope. I’m leaving with a lot of hope and little cynicism.”

Design Team

Feedback from the Design Process was extremely positive!

  • Sample comments from evaluations at the end of the process were:
  • Awesome, outstanding; impressed that IH put funding behind it
  • I feel this process has unified management, staff, and unions around a set of common objectives
  • Ground breaking
  • The indiscretions of the group was critical to the successful outcome and allowed discussion to be sufficiently well rounded
  • Very inclusive, positive. IH participants were not confident that the decisions made by the Design Team would be honored by those "above" with power to over rule. I hope this is not the case. Small breakout sessions allowed quieter people to have a voice, which was great.
Key to Success
  • Single ESP database (Version 3.6)
  • Decision-making must remain with operational management
  • Development of a “Balance Scorecard”
  • Strong customer service focus – Managers and Employees.
  • Ability to provide data to assist managers with day to day staff management and planning.
  • Service must be adequately resourced: in both pilot offices, additional staff were hired (ratio 1:190)
Key to Success
  • Service Level Agreement (SLA) between each manager and the Staffing Service Centre. Includes:
    • Workflow processes
    • Performance Measurements
    • Clear delineation of roles & responsibilities
    • Issue Resolution process
  • Standardization ofOperating Procedures. Standard Interpretation Guideline (SIG) and Staffing Services Administration Manual (SSAM)
  • Staff & Union involvement is key
Key to Success: Transition Teams
  • Prior to implementation ("go live") of the new processes Transition Teams were created.
  • These Teams included front line employees, managers and union representatives, to continuously bring forward concerns from staff to the Project Team and communicate changes back to staff.
  • During project rollout the Transition Teams met on a weekly, then bi-weekly and finally monthly basis, as the issues were resolved and fewer meetings were necessary.
The Role of the WIC

The Workforce Innovation Consultant plays a pivotal role within the Staffing Service Centre. They hold a dual responsibility for supporting managers in identifying and addressing the root cause problems for overtime, sick time and staff retention. In addition, they support relief staff to improve their work experience and job satisfaction.

Role with local management includes:

  • Project demand for relief staffing and identify needs by area, specialty, seasonal fluctuations, etc.
  • Develop strategies to meet the demand, e.g. by working with external recruitment, developing relief staff skills, etc.
  • Determine the optimal mix of casual and permanent relief positions including the introduction of “Regional Relief Pools”.
The Rotation Specialists work with managers and staff in an inclusive & collaborative process to determine requirements and provide creative solutions. Their goal is to improve employee satisfaction while meeting operational needs.

Provide services for all Collective Agreements

Collaborate with the BCNU/MOH Responsive Shift Scheduling initiative

Maintain a Central Database of Rotations

The Role of the Rotation Specialist

staff utilization unit
Relief Pool

Skilled Scheduler

Skilled Scheduler

Relief Pool

Skilled Scheduler

Skilled Scheduler

Relief Pool

Skilled Scheduler

Relief Pool

Relief Pool

Staff Utilization Unit

Regional Director, Employee & Labour Relations

Regional Dir, Staff Utilization

Rotation Team

Local Structure in each HSA

Info Analyst


Business Consultant

HSA Management Team

HR Director




Face to face time


Regular Service Scorecard results reported to customers

Workforce Innovation Consultant

Scheduling Manager

Consolidated demand /

consolidated customer base

more effective service

External Recruitment Services

To measure, evaluate and improve the Staffing Service Centres’ performance

Factors for success originally identified by Steering Committee

Available “on-line”

Balanced Scorecard

18 month progress report
18 Month Progress Report
  • Staffing data being provided monthly to assist Senior Management Teams with short/ medium term planning
  • Decrease in Overtime. Pilot Sites Nursing Overtime is lower in 2007/08 then in 2006/07 and 1.35% lower than the Health Authority average.
  • Reductions in paid meal breaks and end of shift overtime
  • Clean up of Casual Registries and $ savings reduction in ESP licenses
  • High demand for Rotations Specialist services. Team of 3 have created a total of 350 responsive schedules to date (197 BCNU, 109 HEU, 19 HSP & 25 Community
18 month progress report1
18 Month Progress Report
  • 92% compliance with Advance Booking Guidelines (12 weeks)
  • Changes to the labour landscape through the amalgamation of union certifications & the creation of Regional Float Pools
  • Partnering with Okanagan University College to develop a certificate course for scheduling clerks.
  • Implementation of a single Vacation Policy for contract staff (excluding Community
  • Formal Evaluation is currently being done by Canadian Management Systems and our Internal Auditor team