SCHEDULING – A thankless job

Paul Wagenaar

or How to get everyone to hate you.

 “Changing people’s schedules is the one thing I know that will unite the staff … into hating the person who does the schedule.” – Paul Wagenaar

 Scheduling fundamentally affects people’s lives, their work, their families, their friends, when they can do things, and when they can’t; so, it is no wonder that people don’t like some things about the schedule that exists or when it changes.

 CONSIDERATION:

  • People like to know their schedules as far in advance as possible, always remember that your associates work to live, not the other way around.
  • When you are going to make a structural change to the schedule, try to give at least 30 days’ notice, many associates have daycare issues, spousal or partner schedules into make connections with, and children’s sports and activities.
  • When possible, if you give someone a Saturday off, do not schedule them to work Sunday, unless they ask for to.  Most spouses or partners will be upset because it makes it impossible to plan things.
  • If someone has a weekend off, try not have them work Friday night.
  • If someone had a weekend off, look at having them work Monday night instead of starting first thing Monday morning.
  • If someone calls in sick, thank them for letting you know as quickly as possible so you can arrange coverage.
  • NEVER, EVER make someone who is sick have to arrange coverage for themselves.

 CLARITY AND UNDERSTANDING:

  • When I interviewed people, I always made sure that people understood that as a retail business everyone knew they had to be available for any of the possible shifts possible, including days, nights, and weekends.  We used a rotating schedule so everyone got the good shifts and the bad shifts.
  • The needs of the business are a priority and should be addressed first and foremost; however, every effort should be made to make the schedule as fair as possible for the associates.
  • Make sure everyone understands that shifts may have to change for vacation coverage, illnesses, and unexpected circumstances and that we appreciate their assistance, and make sure that you thank them.  On very rare occasions it may be necessary to make changes without consent, but make sure that we will do everything to avoid those situations.
  • Try to accommodate as much as possible; however, it may not always be possible.
  • Ask your associates about things like: a) Do they prefer to have 2 days off together? b) Do they care about working weekends? c) Is there a night or nights that they would prefer to work if possible?, and d) Are they involved in any community activities such as coaching or playing.
  • PAY PEOPLE IF THEY HAVE TO STAY LATE, if your time system works in quarter hours, never split hairs, if they work 6 extra minutes, PAY THEM the 15 minutes, don’t be a cheapskate.
  • If someone wants to switch shifts, make sure that both parties understand that the company shouldn’t go into an “over-time” situation without authorization.
  • Switching shifts has to be approved by the duty manager and the people switching need to be aware, yes, I know, sounds dumb, but it has happened.
  • No schedule will ever be perfect, by their very nature they are compromises.  I encourage you to try to do your best, and encourage people to try the new schedule.

  FAIRNESS:

  • A rotating schedule is the fairest and should include the managers getting the same kind of shifts that their associates get.
  • Exceptions to a balanced rotating shift are possible, providing everyone works under the same understanding and as long as it is fair.  For example, if one associate wants to work every weekend, then they might get more 2 days off together during the week than other people who may not want to work every weekend.
  • When running an event that requires “all hands-on deck” make sure people get alternate days off that work for them.
  • If your store is open on Statutory Holidays, the law in Ontario says that you do not have to pay any extra and all you have to do is to give them an alternate day off in the next 90 days.  Work with them and ask when they would like the day, rather than simply giving them a random day off that doesn’t come close to compensating them.
  • Try never to have anyone work more than 5 days in a row.
  • Try to balance the number of days shifts equally, if possible; if it is not then explain to everyone so they understand.
  • Try to balance the number of closing or night shifts equally, if possible; if it is not then explain to everyone so they understand.

  VACATIONS:

  • When associates book vacation requests, encourage people to take them in week blocks instead of random days if possible.
  • Vacation requests should be given approval in a first come first served basis, not on the basis of seniority.
  • Everyone needs to understand that only so many people can be off at a time and some requests may not be approved.
  • If someone asked for vacation time, make sure they get an answer as soon as possible, try for less than 24 hours, to give them time to make alternative plans.