Organizing chaos: Student workforce management tools
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This presentation summarizes processes and tools in managing student workforce scheduling and monitoring for the HelpDesk at the University at Albany's Information Technology Services-Client Support Services. I presented this at the 2014 SIGUCCS Service and Support conference.
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Organizing chaos: Student workforce management tools
- 1. Organizing Chaos: Student Workforce Management Tools Andrew Lyons alyons@albany.edu For SIGUCCS 2014
- 2. Introduction • University at Albany • Information Technology Services • Student Tech Consultants
- 3. Managerial Functions • Key operations in supervising student workforce • Recruitment and onboarding • Schedule creation • Schedule changes • Attendance • Time sheets for payroll
- 4. Manual Tools • Spreadsheets • E-mail • Time sheets • Scale issues • Bottlenecks • Verifiability • Incentives
- 5. Packaged Tools Can you do it for me?
- 6. When to Work • Hosted • Low cost • Scheduling • Roles • Shift trading • Test drive link
- 7. When to Work • Schedule list view
- 8. When to Work • Employee availability choices
- 9. When to Work • Shift filling view
- 10. Schedulesource Teamwork • Large suite • Scheduling • Roles • Shift trading • Time-clock integration
- 11. Schedulesource Teamwork • Flexible shift view with filters
- 12. Schedulesource Teamwork • Availability settings
- 13. Shiftplanning • Hosted • Focus on automation • Detailed permissions • Schedule • Shift trading • Time-clock integration
- 14. Shiftplanning • Flexible schedule views
- 15. Shiftplanning • Payroll summary
- 16. ConPortal • Open source • Local hosting • Customizable • Self-service • Schedule • Time tracking • Current status
- 17. ConPortal • Schedule • Flexible changes • Phased release • Hour limits • Multiple locations
- 18. Homegrown Tools • Pros • Limitless customization • Targeted to needs • Changes on your own time table • No cost • Cons • No support • “No cost” • Changes on your own time table
- 19. Consequences So, was that an answer?
- 20. Tool-agnostic Features • Essential features • Access control • Authentication • Admin/Manager/Employee • Common platform access • Web standards • Local and remote access • Desktop or mobile operating systems for apps • Support
- 21. Evaluating and Comparing Tools • Determine and rank needs • Find viable tools • Solicit candidates to try • Compare on rubric
- 22. ScheduleSource ShiftPlanning WhentoWork ConPortal Access control Authenticated login Y Y Y Y Login via LDAP/AD/SSO Y Y Login via OpenID or other third-party federation Y Y Permission levels (e.g. student, staff, administrator) Y Y Y Y Scheduling Flexible shift creation (e.g. arbitrary length, varying times) Y Y Y Y Staff can assign hours Y Y Y Y Students can request hours or ranges Y Y Y Students can pick hours Y Y Y Easy changes to shift schedule Y Y Y Y Trade requests Y Y Y Multiple employee roles for duties/locations Y Y Y Integrate or export schedule to common calendar tools Y Y
- 23. ScheduleSource ShiftPlanning WhentoWork ConPortal Monitoring Time punch in/out Y Y Y Current coverage dashboard Y Y Y Coverage anomaly notifications (e.g. late, no-show) Y Y Support Price/month $30 $0 "Low" $44 Professional/contract Y Y Y Community or none Y Accessibility Web app accessible via common browsers/plugins Y Y Y Y Mobile version or app Y Y Payroll Self-service print of time sheet Y Y Y Integrate with payroll services Y Y Y Manager view and verify time sheets Y Y Y Time clock for detailed timing Y Y Y Correction of errors on time sheets Y
- 24. Conclusions • Practically anything can technically work • Consider your environment • Scale • Budget • Complexity • Try before you buy • Still need managers for people issues
- 25. References Andrew Lyons alyons@albany.edu • Excel: • Gretchen Maxam, Hamilton College • Whentowork: • Jeff Koerber, Towson University • "Employee Scheduling." http://whentowork.com • Whentohelp: • Diane Yee, Rice University • ScheduleSource TeamWork: • Hank Pletscher, Saginaw Valley State University • ShiftPlanning: • Inge Mares, Portland State University • "Online Employee Scheduling Software | Workforce Management." http://www.shiftplanning.com • ConPortal • Andrew Lyons, University at Albany Questions?
Editor's Notes
- Me IT for 10 years (Hamilton, HWS, UAlbany) Supervising students for 4 years UAlbany Part of State University of New York ~17,000 students, graduate and undergraduate ~6,000 employees ITS ~125 employees Supports enterprise services and infrastructure, much desktop support, and Information Commons computing facilities Student Tech Consultants ~25 working 4 locations (HelpDesk and satellites in ICs) Report ~2,500 support interactions per year, plus unreported small stuff
- Managers make arrangements to assure that support is available when and where it is needed. Recruitment and onboarding Creation and population of the coverage schedule Changing the schedule as needed Monitoring attendance and punctuality for scheduled shifts Collecting and verifying time sheets for payroll There are a few common types of solutions for managers performing these recurring duties. Here, we will focus on tools for managing the scheduling, attendance, and payroll functions.
- Pros Easy to set up on small scale Low-cost – probably already possible Cons Hard to adjust Larger scale Scaling Make a spreadsheet Create grid and fill in a big meeting or after soliciting availability Minor changes need to happen, requiring manager Multiple locations and varying shift lengths Share the file! Unauthorized, accidental, or last-minute changes made, possibly unnoticed E-mail notification! Duplication of replies to not-the-newest message Paper time sheets Simple Unverified or easily padded Incentive to be arrive late or leave early No reward for arriving early or staying late In a small, simple operation, these are fine, but scale issues require at least some automation.
- When to Work and When to Help (for volunteers) Scheduling locations can be authorized based on roles
- Schedule list view Shows shifts’ lengths, locations, times, notes, and totals
- Employee availability settings Set preferences from prefer, prefer not, unavailable, or already working Shift swap board Export schedule to common calendar formats
- Schedule filling view Highlights unfilled hours Shows available employees with current and possible hours and shifts Can be filled manually or automatically based on priorities and availability
- Hosted, large suite of tools. Employee Scheduling module likely most relevant. No current status dashboard, but the Time and Attendance module has this available with their time tracking equipment. Set employee skills or priorities for each location.
- Sort or filter the shift view on many variables. List or grid view options
- Detailed and flexible. Set in multiple ways.
- Automatic or manually-filled schedule Shift trading Many abilities can be locked down/enabled as needed Time-clock devices and apps available, including GPS or cameras to really verify presence. Integration for single sign-on, payroll, and social media.
- Schedule views for daily (top) or weekly (bottom), separated by person.
- Payroll information easily presented and filtered. May be displayed in other areas, like schedule, too. Can be integrated with payroll systems
- Developed at Pomona College and Bucknell University. PHP and MySQL backend Highly customizable No official support Time tracking built in with relatively simple creation of time sheets to print IP filtered punches Notifications of coverage anomalies
- Developed at Pomona College and Bucknell University. PHP and MySQL backend Highly customizable No official support Shcedule
- Basic features that a tool needs to be successful. Variety of support Open source or homegrown with little or no support Hosted, gold support Costs
- Disclaimer on data: Not based on trials, but listed information and talking with users. The point is having a rubric
- Can use anything, but need to look and try to find good fit to facilitate operations. e.g. Need manager to deal with "punch in and go get dinner" employees.
- Questions? Comments on the tools I mentioned? What do you use?