CSC Pager Tracking ProcessDraft Version

Updated Sunday September 19/2010

The EVS department is running approximately 15 pagers short of our ideal situation

The EVS department is losing pagers: staff are forgetting them on units, taking them home, or can’t recall where the pager has gone

Currently, we are not catching these situations until well-after and not able to recover a high % of aforementioned losses

All pagers are kept in a small, green basket kept on the CSC desk

Staff come for a pager at start of shift CSR signs out pager into blue book by: staff name,

location, shift time, pgr #, time out CSR receives pager at the end of shift, and signs it back

into the blue book Pager is replaced in basket Midnight CSR does a pager audit of all pagers in

permanent use, those missing or being repaired Day PTA/CSR Supervisor reviews pager audit for

discrepancies, and lost pagers Day PTA/CSR Supervisor reviews blue book for completion

Basket is not organized, creates delays because there are no visual cues

The cost, and importance of pagers is not being reiterated enough to all staff

High volume of pagers going in and out at changeover creates difficulties filling out blue book thoroughly

Housekeeping staff and supervisors are exchanging pagers amongst staff without notification to the CSC team

Supervisor checks are time-consuming and do not guarantee quick resolution

Difficult to determine appropriate HSK supervisor to do staff follow-up and retrieval

More organization Retraining at ALL LEVELS Clarity of process – especially important

for front-line staff and CSRs

Cube-shaped organizer: a 64-slot, clear/see-through, 2’x2’ box, complete with labelled slots for each pager. This will make recognizing a missing pager, or locating a specific pager much more easily

Standardized process for all people involved with the pagers: supervisors, staff, CSRs

Housekeeping supervisors will receive 60-minute training from PTA supervisors as to their responsibilities regarding pager tracking and follow-up

Front-line housekeeping staff to receive refresher on guidelines from initial training. How to pick up, drop-off, how long to expect the process to be, and never switching amongst themselves to be addressed.

Draft version presented today to be ameliorated through feedback received by the EVS mgmt team, and CSR group I have surveyed

CSR group to be fully-retrained on new pager process, and supporting expectations of themselves and the rest of the team

Information and memos to be made available by the PTA/CSC supervisors in all desk caddies and information boards

When an employee needs a pager, the CSA responsible will follow the following procedure to ensure all information is collected: Take pager from slot in the Pager Organizer. Enter Employee name, shift time, Pager #, and time

assigned in the CSA Pager Assignment book. Finally, Initial the entry.

Put post-it note with Employee’s name, and employee shift time in the appropriate slot of the Organizer.

Give pager to employee – remind them to sign it back in when finished, and not to give to anybody else

When pagers are returned, the CSA responsible will do the following: Take pager from employee – thank them for

returning the pager, and wish them a good day Enter Sign-In time for the appropriate pager, and

initial the return. Put pager back in appropriate slot of the Pager

Organizer, and remove the post-it with the employee’s name/shift time.

Verify that all pagers for that end time have been returned.

E-mail discrepancies to PTA Supervisors, Night Shift CSA

If assignments and returns are done accurately, there should be very few pagers that go unaccounted. Having said that, our contingency plan for such occasions is two-fold – a pager audit, and a Supervisory review of the audit. We also provide steps to be taken by the Housekeeping Supervisors to ensure maximum pager recovery.

1:00 AM Pager Audit The pager audit will continue to be done nightly by the CSA on the midnight

shift. They will submit the Pager Audit to both PTA Supervisors, Manager, and CSA team before 7:30 AM every day.

 8:00 AM Supervisor Audit Review

The supervisor (Tori M-F, Dave S-Su) will review the pager audit for any changes from the previous day. If there are discrepancies:

  For PTAs, we will follow-up immediately. For USW/FHK/FSW staff, the

appropriate EVS Supervisor is contacted, and asked to follow-up with the staff member in question.

Housekeeping Supervisor must conduct their follow-up within 24 hours to minimize the length of time the pager is outstanding, and increase the chances it is returned.

Staff/Supervisor ensure the pager is returned, or appropriate progressive discipline steps to be taken by mgmt team (for loss of equipment)

Re-training of all staff (@ 30 minutes per group of 15 staff with 360 staff) in 24 sessions= (360/15) x $24.00/hr x 0.5 hr= $288.00 approximately to retrain all EVS staff

Total supervisor cost to retrain each of the 24 groups= 24 sessions x $30.00/hr x 0.5 hr= $360.00 approximately to use supervisors to retrain

Cost to Implement the Pager Organizer = $497.02 @ List Price (16 4-drawer pieces @ 27.48 ea)(The total should be 50% cheaper from Staples w Business Discount)= $248.51

Total Cost of Implementation: $896.51Unrecovered Pagers (12 months previous): 15 pgr @ $200.00/pgr = $3000.00Estimated Savings for One year @ 70% Recovery =

$2100.00Approximate Cost : Benefit Ratio (in 1st Year) = 1

: 2.5Cost to Benefit Ratio in future years assuming regular training = 1

: 3.6