Tapping into the Hidden Workforce: Military Spouses, Disabled, Rural, Returning Veterans, Retired Wo

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Tapping into the Hidden Workforce Military
Spouses, Disabled, Rural, Returning Veterans,
Retired Workers, and Stay-at-Home SpousesLinda
CaseyW_at_H Operations and Workforce
ManagerMcKesson Health Solutionslinda.casey_at_mcke
sson.com303-664-6313
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Why launch a W_at_H program?

• Costs money, time and effort
• New systems
• Training
• Buy-in from work-force and management

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Employer Benefits

• Hourly labor rate reduction of 17
• Existing employees resistant to hourly wage
  reduction to work from home.
• New employees readily work at lower wage to work
  from home.
• Improved Productivity
• High performers continue to perform well.
• W_at_H staff have fewer distractions leading to
  higher productivity.
• Low or marginal performers continue to have the
  same problems at home.
• Strong supervision needed for W_at_H agents
  performing below standard.

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Employer Benefits

• Scheduling Efficiencies
• 20 of W_at_H staff work a split shift
• 47 of W_at_H staff move hours from overstaffed
  times to understaffed times
• W_at_H Staff comment on ease of schedule changes to
  meet personal and business needs

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Employer Benefits

• Employee Retention
• 29 attrition in call center v. 5 attrition in
  W_at_H
• Recruiting and training costs decreased
• Employees able to take job with them when
  relocating
• Ease of recruiting for W_at_H
• Larger labor pool from which to draw
• Reduced exposure to call center closure
• Able to work from home during storms or other
  natural events
• Able to keep some of workforce in production
  during wide-spread utility outages
• Not all eggs in one basket

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W_at_H RN in Reno, NVJan 2005
That little black square next to the pile of
snow is my car window...Happy New Year from sunny
Reno !
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Employer Benefits

• Real estate savings
• Building lease
• Office equipment
• Coffee/tea/paper products
• Electricity/water/trash
• Security
• Janitorial services and supplies
• Office supplies
• Maintenance

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Employee Benefits

• Quality of life improvement
• Less stress
• Pursue hobbies
• See family on breaks
• Able to exercise more
• Better able to meet personal obligations
• Take children to school
• Run errands and do chores more easily
• No commute or tolls

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Employee Benefits

• Reduction in automobile costs and frustrations
• Gas prices
• Automobile maintenance
• Dont have to drive in bad weather or traffic
• Reduction in wardrobe costs
• Work in PJs, sweats, etc.
• Ability to work during personal challenges
• Care of sick family members
• Work sooner after surgeries, births, etc.
• Work during catastrophic health events

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W_at_H Requirements--Agent

• High-speed Internet connectioncable or DSLno
  satellite
• Land-line telephone connection
• Computer monitor
• Office furniture (excluding chair)
• Ergonomically correct work area
• Willingness to work with technology
• Flexible with schedule

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W_at_H RequirementsMcKesson

• W_at_H and service delivery training
• Thin client, keyboard, mouse
• Headset and amplifier
• Ergonomically-correct chair
• Technical support
• W_at_H Systems
• Secure gatewayCitrix
• Instant messagingJabber
• Agent monitoring systemeQuality (Witness)
• Remote agent telephone systemAspect Winset

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Tapping into the Hidden Workforce

• Able to retain a mobile workforce
• Permanent or temporary relocation due to spouse
• Desire to be near elderly parents or children
• Winter in a warmer climate

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Tapping into the Hidden Workforce

• Able to accommodate special needs
• Situations barring the ability to work in public
• Severe allergies
• Poor immune system
• Health conditions depleting energy levels
• Caring for household members who need a limited
  amount of attention.
• Broken limbs
• Minor heart attack
• Chicken pox

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Tapping into the Hidden Workforce

• Able to recruit in specific geographic locations
  or for specific languages
• Any nurseany where
• Some contracts require a local workforce
• No building required for work-at-home staff
• Tap into specific cultural pockets of the
  population
• Reduces the need and cost of translation services

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Tapping into the Hidden Workforce

• Able to employ those who would otherwise opt out
  or not be eligible
• Disabled
• Stay-at-home parent
• Retired
• Returning veteran
• Live in rural area

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Summary

• Employer benefits of work-at-home program
• Increased productivity
• Reduced labor rate and real estate costs
• Increased retention
• Scheduling efficiencies
• Larger and diversified labor pool from which to
  draw
• Employee benefits of work-at-home program
• Improved quality of life
• No commute
• Able to meet personal obligations
• Reduction in automobile and wardrobe costs
• Can relocate with job
• Able to work during personal challenges or health
  problems

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Why launch a W_at_H program?

• Why not