As an organisation our reliance on topping up our rostered staff hours with Opt In Hours is currently reducing week on week. The appetite for Opt in Hours from frontline staff however isn't reducing and this is causing an amount of confusion amongst the staff in how their pledges aren't necessarily being transported to roster.

Should our reliance on needing Opt In hours continue to reduce week on week, then this confusion will only increase.

It's been identified that this is caused by a supply/demand issue.

To counter this, and to minimise traffic/confusion it would be good to introduce some kind of message to manage the agents expectations. Something worded along the lines of:

“Thank you for your support in pledging to work Additional Hours. Your request will now be processed and you will shortly see your roster changed to reflect the hours you've been successful in obtaining.”

For example, there is 1 slot available between 8am and 10am on Monday. Agent A selects to work that that, and expect that it will land onto their roster. However, if Agent B also requests this particular time but does so a second before Agent A then they will be granted the slot on a first come first served basis. This is absolutely fine and the fairest way of allocating slots.

However, should we have the a holding message along the lines of my suggested line above, then this would mitigate some of the confusion currently caused.

Thanks!