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PD - 6-18-13 Dispatch Work Schedule1              A3 Problem Solving Concern/Problem (Describe concern or problem in a very brief statement that clearly identifies the issue) With the current work schedule employees rarely have weekends off and work five to seven days in a row. Processes that may be impacted Salina Police Dispatch: 210 Work schedule Date problem was identified February 7, 2013 Originator (Record the name(s) of the individual(s) or team who identified this concern/problem) Angela Fuller, Amber Anderson, Janell Murphey Contacts (Identify all those that were contacted in order to obtain information regarding this issue) Lt. Wayne Pruitt, Angela Fuller, Darci Scheele, Amber Caswell, Janell Murphey, Manissa Hull, Linda Miller, Rose Haaga, DeAnn Cornwell, John Ziegler, Jan Guerrero, Pam George, Rachelle Kelley, Johna Hein, Corey Steinert Problem Solving Team (Identify all those who participated in solving this concern/problem) Angela Fuller, Darci Scheele, Amber Caswell, Janell Murphey, Manissa Hull, Rachelle Kelley, Lt. Wayne Pruitt Describe Current Situation (using a narrative form describe e in detail the current situation, including all issues that arose) Currently dispatchers work a 40 hour week which includes 8 hour work days. The shifts are as follows: 1st shift (06:30 – 14:30), 2nd shift (14:30 – 22:30), 3rd shift (22:30 – 06:30), Day power (10:30 – 18:30), Evening power (18:30 – 02:30). Days off rotate monthly. Analysis (using bullet points, LSS charts or diagrams, or any other analytical tools provide a thorough, yet succinct analysis that clearly identifies the root cause of the problem) • With the current schedule there are times that only 2 dispatchers are working an entire shift on 3rd shift, which can be overwhelming if it is a busy shift. • Only 2nd shift has 4 person coverage for an entire shift and this only occurs a maximum of 4 days per week when we are at full staff. • Shift changes occur 3 times a day, each with a chance for knowledge loss between shifts. • Dispatchers do not always work with the same people. Dispatchers may work with many different dispatchers during a single week. Especially true for dispatchers working the power shift who may work with 6 different dispatchers during a single shift. • Weekends off only occur three months out of the year. • Multiple dispatchers are required to work 7 days in a row each month when days off rotate. • Supervisor must create the schedule each month, adjusting each dispatcher’s rotating days off. • Dispatchers are required to work 12 hour shifts to cover vacation and sick leave at times with little to no notice. Sometimes this happens multiple times in a single week often during the week dispatchers are already working 7 days in a row. • Rarely having weekends off make it difficult to attend family functions, which often occur during the weekend • Lower morale due to missing family events that often fall on the weekend Recommendation (identify the actions required in order to solve this concern/problem and prevent it from ever happening again) 2    • Create a 12 hour schedule, working 36 hours one week and 44 hours the second week. • This schedule results in a 3 day weekend every other weekend, • The normal schedule results in no more than three 12 hour days in a row. • This schedule creates a 2 week rotation with set days off. • Every dispatcher would be scheduled a minimum of three days off each week. • Dispatcher’s would be required to submit requested time off a minimum of 2 weeks in advance or must find a volunteer to work their requested time off. If no one is willing to volunteer to work and it is less than 2 weeks before the time they want off, the request for time off will be denied. This will eliminate a dispatcher being given short notice to work a 12 hour shift, except in the case of sick coverage. • Create a volunteer signup sheet that allows dispatchers that want extra overtime to volunteer to be called if coverage is needed due to someone calling in sick. If no one has signed up for a day that needs covered, the dispatchers not working that day will be called in order of seniority and offered the overtime. If none of the dispatchers called want the overtime, the least senior dispatcher will be required to work. Once a dispatch has been called in once in any given month, they will have the opportunity to decline until all dispatcher working that same shift have been called in. Labor and Cost Savings Annual dollar savings: $21,616.96 (785.5 hours * 27.52 Avg. O.T. pay rate) Annual hours of increased capacity: 663 hours per year with 1 additional dispatcher working 8 hr schedule (48 hrs wk. * 52 wks = 2496) 12 hr schedule (64 hrs wk * 26 wks + 57.5 hrs wk * 26 wks = 3159) Use bullet points to identify customer service or employee benefits: • At least 3 dispatchers working at a time except for 2 Mondays a month from 2-6 am. • Two shifts would have 4 dispatcher coverage 4 days per week instead of 1. This is double the amount of shifts that currently have 4 dispatcher coverage. Currently, with the 8 hour schedule the 4 dispatcher coverage is split between shifts. Second shift is the only shift that has 4 dispatcher coverage for an entire shift for 4 days per week. • Reduce the amount of time the Communications supervisor has to work the dispatch floor. (28 hours saved for Jan. – Mar. 2013) • Scheduled three day weekend, every other weekend • No more than three scheduled 12 hour work days in a row (usually no more than two 12 hour days and one 8 hour day in a row). However, sick and vacation day coverage may at times cause this to increase. • Fewer shift changes each day resulting in less of a chance to information loss between shifts. Two shift changes compared with three shift changes with the 8 hour schedule. • More weekend days to spend with family • Increased morale and enthusiasm for work • Working in shifts or teams can foster a team work mentality and employees will be able to know what the other dispatchers are doing during high stress situations and during very busy times in dispatch. • Reduced overtime costs • The same dispatchers will be working after a patrol shift change. Dispatchers will have knowledge of what happened during the prior patrol shift and can share this information with officers. • Less burnout due to working fewer days in a row and having weekends off more frequently. • 12 hour shifts with every other weekend off can be used as an effective recruiting tool for new dispatchers. • Possibility of improved employee retention, since several past dispatchers have resigned at least partially due to rarely having weekends off. • Knowing the work schedule many months in advance will make it easier to make plans on scheduled days off, likely resulting in fewer leave requests. • Employees can request just 24 hours of leave time and end up with seven days off in a row. • Time & gas savings for employees due to less commutes to and from work 3    Looking towards the future, the 12 hour schedule would allow 4 dispatcher coverage every day while only requiring 16 full-time dispatchers. Sixteen full-time dispatchers in the current 8-hour schedule are split so that three dispatchers work on shift six days a week, and five work two days a week. Five dispatchers is more than required, and can be a waste of manpower. Implementation Plan (briefly describe the implementation plan upon approval of this project) • Change to the new 12 hour schedule at the next shift bid. • Try the 12 hour schedule for six months • Meet and identify all negative effects and issues involving the 12 hour schedule at 3 and 6 months. • Meet and identify all positive effects and issues involving the 12 hour schedule at 3 and 6 months. • Meet after 3 months and evaluate how the 12 hour shifts are going. If the negatives are too high switch back to the 8 hour schedule, otherwise continue the 12 hour schedule for the full 6 months, before having a final evaluation of the trial period. • After 6 months re-evaluate, surveying all employees to see if they prefer the 12 hour schedule or the old 8 hour schedule. • Decide whether to continue with the 12 hour schedule or switch back to the previous 8 hour schedule after the 6 month trial period is over. • If it is determined that we need to switch back to 8 hour shifts immediately, the schedule would switch back on the following Monday after this determination is made. If the need is not immediate, but it is still determined that 8 hour shifts are the better option, the schedule would switch back to 8 hours on the first Monday of the following month. Attachments (include current and proposed process documentation forms, or before and after photos, or other before and after descriptions as appropriate) • Proposed 12 hour schedule • Current 8 hour schedule • Overtime hours and the cost of each schedule based upon past monthly schedules. • Comparison of cost/savings between the schedules • Dispatcher 12 hour survey results • Information from other agencies that currently use or have in the past used 12 hour schedules. • 8 hour schedule with 16 dispatcher coverage Approval Process Supervisor’s Review and others in the Chain of Command Instructions: This form is submitted through the chain of command to the Director Date: 06/12/2013 Name: Lt. Pruitt and Deputy Chief Mansfield Comments: Approved Director’s Approval Instructions: Approval authority is delegated to each Director for all recommendations that results in $5,000 or less in annual savings, or 250 hours or less of annual increased capacity. Date: 06/12/2103 Name: Chief Hill Approved/Denied Process Improvement Director’s Approval Instructions: Upon approval this form is sent to the CMO Executive Assistant, who forwards a copy to members to the Executive Support Team. They determine how to convert hours into budgetary savings. Date: June 18, 2013 Approved/Denied City Manager