Collector - October 2016 - 8

BESTPRACTICES Embracing Flextime How to fit the schedule to the employee-not the other way around. By Anne Rosso May E rica Rosquete, an assistant manager on the collection floor at The Independent Savings Plan Company (ISPC), had a big day ahead of her: Not only was she scheduled to put in a full day's work on the collection floor, but as a student at a local university, she also had a big final looming that night-one she felt she wasn't yet fully prepared for. So she went to her boss, Collection and Compliance Manager Susan K. Hickman, and asked if she could leave early to do some last-minute studying and come in earlier the next day to make up for the time. Hickman's answer? "Sure, that's fine." This breezy response to her collector's request was made possible by Hickman's adoption of flexible schedules for her 82% PERCENTAGE OF PEOPLE WHO SAY THEY WOULD BE MORE LOYAL TO THEIR EMPLOYERS IF THEY HAD FLEXIBLE WORK OPTIONS. SOURCE: FLEXJOBS 08 collection staff, an increasingly popular approach that can help employees achieve that much-sought-after work-life balance while increasing their job satisfaction and reducing absenteeism. Here, Hickman and LaDonna Bohling, IFCCE, vice president of call center operations for Contract Callers, explain why and how they make flexible schedules work on the collection floor. WHAT IS IT? A flexible schedule is one that may vary from employee to employee, but that still functions within your company's defined workday. It gives employees the autonomy to adjust their schedules to fit the demands of their life outside the office-working around doctor's appointments and parent-teacher conferences-or even to account for their sleep cycles so they are working when they feel most alert. "Some people just like coming in later and working later, and other people like coming in earlier and leaving earlier," Hickman said. "I also have some that work 10-hour days and have a shorter day on Friday." Allowing employees to tailor their schedule like this can reduce their stress and increase their job satisfaction. Plus they are less apt to use their paid time off for trivial issues, which means they won't be stranded if emergencies arise. "I see a lot less of them being out for what I call 'me days,'" Hickman said. "Days when you know darn well they aren't sick; they just don't want to come in." Flexible work arrangements also help companies connect with the generational expectations of their workforce. Studies have shown that of all the age groups, younger generations increasingly demand flexibility from their employers. A U.S. Chamber of Commerce report revealed that achieving a work-life balance drives the career choices of three out of four Millennials. On Hickman's collection floor, her youngest collector is 19 and her oldest is 62. "That's quite a range, and you have to be able to find something that works for all of them," she said. "My staff member who is in her 60s, she likes a very stringent schedule, but the younger staff members like having flexibility to change their schedules." ONE SIZE DOES NOT FIT ALL Will your flexible work program be a perk offered to just a few employees or will it be available for everyone? How you structure it can depend on the size and makeup of your collection team. Bohling launched a program last year that allows Contract Callers' top 20 collectors to ACAINTERNATIONAL.ORG http://www.ACAINTERNATIONAL.ORG

Table of Contents for the Digital Edition of Collector - October 2016

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Connect the Dots
Looking Deeper
Head of the Class
Calendar
Honor Roll
The Formula of Five
How to Create Winning Bids and Proposals
A Running Start
ACPAC Election Watch
ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Compliance
ACA SearchPoint
Last Word
Collector - October 2016 - Cover1
Collector - October 2016 - Cover2
Collector - October 2016 - 1
Collector - October 2016 - 2
Collector - October 2016 - President’s Page
Collector - October 2016 - Industry News
Collector - October 2016 - 5
Collector - October 2016 - 6
Collector - October 2016 - 7
Collector - October 2016 - Best Practices
Collector - October 2016 - 9
Collector - October 2016 - FYI
Collector - October 2016 - 11
Collector - October 2016 - Collection Tips
Collector - October 2016 - 13
Collector - October 2016 - Connect the Dots
Collector - October 2016 - 15
Collector - October 2016 - 16
Collector - October 2016 - 17
Collector - October 2016 - 18
Collector - October 2016 - 19
Collector - October 2016 - Looking Deeper
Collector - October 2016 - 21
Collector - October 2016 - 22
Collector - October 2016 - 23
Collector - October 2016 - Head of the Class
Collector - October 2016 - 25
Collector - October 2016 - 26
Collector - October 2016 - 27
Collector - October 2016 - Calendar
Collector - October 2016 - Honor Roll
Collector - October 2016 - The Formula of Five
Collector - October 2016 - 31
Collector - October 2016 - How to Create Winning Bids and Proposals
Collector - October 2016 - 33
Collector - October 2016 - 34
Collector - October 2016 - 35
Collector - October 2016 - A Running Start
Collector - October 2016 - 37
Collector - October 2016 - 38
Collector - October 2016 - 39
Collector - October 2016 - ACPAC Election Watch
Collector - October 2016 - 41
Collector - October 2016 - ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Collector - October 2016 - 43
Collector - October 2016 - Compliance
Collector - October 2016 - 45
Collector - October 2016 - ACA SearchPoint
Collector - October 2016 - 47
Collector - October 2016 - Last Word
Collector - October 2016 - Cover3
Collector - October 2016 - Cover4
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