Committed and close
Careander is a small-scale organization (850 employees) for people with intellectual and developmental disabilities. The organization operates 31 branches in the West Veluwe region of the Netherlands. Inspired by its proud Christian background, Careander believes firmly that every person is valuable and unique. This is reflected in its genuine commitment to its clients, employees, and temporary workers alike.
Successful flex pool deployment
Workforce intermediary and planner Annieke van der Meer explains how she started implementing schedule changes and fill open shifts on site with Careander’s flex pool, which was set up in 2018. It was not long before the organization came to her with the request to fill open shifts centrally rather than decentrally. What began with one region and three flex workers has now snowballed into a flex pool of 250 people. “Because we discussed all our software requirements with ORTEC in advance, they knew exactly what we needed to have our flex pool function optimally. We also set various rules from the outset and communicated them to all our facilities. It was a smashing success and our flex pool has grown and developed at lighting pace,” Annemieke explains.
Major strides made thanks to ORTEC Workforce Scheduling
“ORTEC’s workforce scheduling software has enabled us to make great strides and we are already poised to make the next step, launching our very own planning office next year. We have hardly scratched the surface of all the features ORTEC has to offer, but the features we do use, we use effectively,” Gerjanne van Ommen, one of Careander’s three workforce intermediaries, adds.
“Workers are more than a number for us. That’s the best part of our flex pool”
Weekly meeting proves to be masterstroke
For team manager Marie-José van der Veen, the weekly meeting between the three workforce intermediaries and the team manager is a real masterstroke. “It may not be the most efficient way to use your time, but it pays off nonetheless because it allows us to act quickly, keep our finger on the pulse and fill open shifts in a heartbeat. It also underscores Careander’s personal approach: its clients, employees and workers are more than just a number. That’s the best part of our flex pool. The schedulers working at the individual facilities and workforce intermediaries work together in close harmony. The three workforce intermediaries have a team of 250 professional flex pool workers at their disposal to make sure that all facilities are well-staffed.”
Flex pool development
Clear agreements were made and guidelines were established when the flex pool was first set up. At first, flex pool workers were never allocated to sleep shifts so that they would never find themselves working alone. Now, flex workers can be assigned to these shifts, thanks to lessons learned. Similarly, flex pool workers were never brought in as substitutes for chronically ill employees a few year ago, but this policy has since made way for a bespoke approach at each individual facility. By making these changes, Careander has demonstrated its commitment to continuous development and responding to ever-changing needs and wishes.
Improve the employee experience to boost engagement and job satisfaction
Flex workers can bid for shifts and organize their schedules as they see fit. This flexibility increases job satisfaction and commitment to the organization. Besides, it allows for a much better work-life balance, encouraging employees to keep working for Careander and stay in the healthcare industry. This approach makes a positive contribution to resolving the healthcare labor shortage and sets an example for other healthcare organizations. Good staffing is a precondition for continuity and high-quality care.
“Careander even have people working at several facilities, which was a revolutionary step”
“It took some guts,” ORTEC business consultant Jan Hendrik Kieft points out. “When we started in 2018, we had to invest in rethinking the system. We needed a fundamental rebuild from decentralized to centralized. That's why we started small, regionally. Careander now has a full-scale, mature flex pool up and running. They even have people working at several facilities, which was a revolutionary step and has set them apart from other healthcare providers. Their whole HR policy is geared towards providing care together.”
“Reliance on employment agencies has decreased significantly thanks to the well-organized flex pool”
All flex pool workers are given a warm welcome and feel committed to the organization. Even in the more demanding facilities, churn and sickness absence are low. Where necessary, employment agencies are still used to make sure that all shifts are filled, but overall reliance on employment agencies has decreased significantly thanks to the well-organized flex pool.
Helping solve the healthcare labor shortage
How is Careander contributing to reducing labor shortages in the healthcare industry? “Flex workers get to stay in control themselves, resulting in a high degree of job satisfaction. They can take their pick from the various facilities and explore their options. Besides, they can choose how many hours they want to work. Flexibility is a boon, especially for older flex workers. Bidding on shifts, freedom and our personal approach are the three elements that set us apart and that have seen us build a loyal flex pool, " Marie-José explains. At the same time, Careander is also helping solve the shortage of healthcare workers. “The people who work for us are very unlikely to pack their bags and leave the healthcare industry altogether.”
93% shift fill rate in 2022
There are ample opportunities within the flex pool, but Careander offers its employees plenty of options to work at other facilities or in other roles. That’s what you call true engagement. The flex pool is there not only to fill up shifts - although the 93% shift fill rate in 2022 is worthy of note - but also to give people a chance to work in different environments and discover what other facilities have to offer.
Advice to similar healthcare organizations
“Have the team figure out how to solve the problem for the first 48 hours before resorting to flex pool workers. Apart from using ORTEC Workforce Scheduling, which saves us a lot of time and energy and has helped us cut costs, we recommend investing time in weekly meetings and face-to-face contact. Laying down clear guidelines before the flex pool went live proved to be a smart move, but you also need the guts to adjust and adapt the guidelines as you progress," Marie-José concludes.
