Collector - October 2016 - 9

BESTPRACTICES pick their own schedules if they meet three requirements: length of time on the job, compliance scores and recoveries. Many of the collectors use internal data showing what times of day and days of the week collectors have the most right-party contacts to set their schedule. "We have found this to be a great motivator," Bohling said. She noted that she's able to keep the collection floor adequately staffed because only a certain percentage of the collectors have access to flexible schedules. There will always be a certain segment of staff that will adhere to the company's core hours-the newer, less experienced collectors, or those that are average but steady collectors. At ISPC, the collection staff is a small, tight-knit group-just five people-and the company's flexible schedule is open to all collectors. Hickman programs "typical" hours for each person into the timecard system, but collectors-who clock in and clock out-are responsible for getting in their hours for the week. "I don't have an attitude where I think, 'Oh, this person was five minutes late, I'm going to write him up,'" Hickman said. "Things are more relaxed, and it's made the company a more pleasant place to work for everyone. We recognize that we are hiring adults, and they have responsibility for their own lives. They know their job duties and responsibilities." She asks staff to give her 7-10 days notice when they want to change their schedule, though she also accommodates last-minute adjustments as well. Schedule changes must be requested via email so they are documented if any issues arise. "I tell everyone that as long as the floor is covered, which means they rotate their breaks and make sure at least one person is always on the floor, it's OK," Hickman said. "We implemented it in the summer, which is traditionally a time when things are a little more relaxed," Hickman said. "We told staff we'd test it out for a few months, and then see how things looked going into the fall, which is a busier time." She also warned staff that if the delinquency ratio went up after the new schedule was implemented, the program would likely be discontinued. Trial runs like this can help you work out any kinks and see if the program will be sustainable in the long run. You'll also want to implement clear policies and guidelines for your flexible work schedule. This ensures everyone is on the same page, and may help you track the long-term impacts of the program. Identify your goals for the program, and then take action on them. For instance, if you're launching your flexible work program in part to attract new employees, make sure your hiring manager is communicating this to all applicants. Get buy-in from executives and management, so employees don't worry they will be hurting their careers if they take advantage of flexible work arrangements. Hickman said she's been surprised by the positive changes she's seen as a result of the program, and that it has been a great way to reward staff for all their hard work. "I had a couple employees come up to me after we introduced it and say, 'I'm so glad we're doing this! You don't know how much pressure that takes off me,'" she said. "It's really worked well for us." Anne Rosso May is editor of Collector magazine. Alliance ACA Alliance ACA puts your membership to work, providing savings for today and services for building your tomorrow. ACA International members receive exclusive discounts from Alliance ACA endorsed vendors for these essential products and services. Telecommunications, data and mobility UPS shipping Background screening and drug testing Registered agent services Disaster recovery and business continuity Health Insurance/Employee Benefits CONSIDER ALL ANGLES Hickman didn't introduce flexible schedules for her collection team until ISPC's delinquency ratio-which had spiked with the Great Recession and gradually declined in the following years-was where she wanted it. Then, she carefully planned how the program would launch. COLLECTOR 10.16 Let ACA help lower your costs to do business. acainternational.org/alliance 09 http://www.acainternational.org/alliance

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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