1. Voxeo Information and Process
January 18th, 2017

2. Purpose
Describe the technology being implemented to manage Shift Offering
Discuss what the implementation means for the Employee and the methods they will now have at their disposal
Discuss implications to the various methods and their limitations

3. What is Outbound Notifications?
At the City of Toronto, the WFTS Outbound Notification feature will be used to notify personnel of Shift Offerings over voice, , and text devices quickly and reliably while following current business rules regarding seniority.
WFTS keeps track of which employee was called and if they chose to accept or skip the offering.
There are 4 major steps in the Outbound Notification process
Process Duration: Target 1 -2 hours to fill vacancies
Scheduler identifies vacancies
1. Identify Available Shifts
Scheduler initiates Outbound Notifications
2. Initiate Call Out
Employee receives notification by chosen method
3. Notification
Employee may accept via Call In or Login
4. Offer Accepted
Accept?
Offer Expires

4. What do the Notifications look like?
Employee’s may be notified of available Shifts via one of 3 delivery mechanisms.
Text
Voice/Telephony
SMITH, MIKE -> Fill Vacancy
What: 12hrs PT EXTRA REG HRS
Where: TPS//30B 5A2/Paramedic 1 #1
When: 12/05/16 07:00
<see Workforce TeleStaff to accept>
PLAY

5. What does this mean for the Employee?
Individual Employee’s may elect to receive Shifts Offers via Text, or Voice
Systematic enforcement of Shift Offers by Seniority and business rules
Employee may view and/or accept Shift Offers online or via a mobile device
While notifications will contain multiple shift offerings. More than one notification may be required to inform the Employee of all the vacancies. This has implications for the context Employee use to make a selection
Illustrative Example: 5 offers, 2 notifications
1st Notification
2nd Notification
Multiple notifications are required realize target process duration
Target Process Duration: 1 – 2 hours
Shifts are offered sequentially to individual Paramedics
Typically number of offerings: 15 (Via voice delivery each shift offering takes approximately 40 – 45 seconds). Estimated 11 minute call duration
Target number of contacts to fill the vacancies: 100 – 200

6. Web Based Shift Offering Acceptance Process
Receive Text Message
Login Self Service Portal
Receive New Security Code

7. Web Based Shift Offering Acceptance
Login to WFC or TS
View Shift Offerings
Accept / Skip Offerings

8. TeleStaff Application Access
Login to WFC or TS
View Personal Calendar
Make Requests

9. Outbound Mechanisms Call In or Log In for Voice or Web Based
Outbound Shift Offering
1. Voice
Listen to all messages (may get multiple calls)
2. Text
See each offer
Bell
“Read” to see each offer
Rogers 3.
for each offering
NOT AVAILABLE
4. Pager
N/A
Call In or Log In for
Voice or Web Based

10. Outbound Mechanisms Call In or Log In for Voice or Web Based
Outbound Shift Offering
Text, , Pager
Call TS or Scheduling to hear Voice Offerings
1. VOICE
- Listen to all messages (may get multiple calls)
- Accept / Skip
- Slow
Login to TS through Self Service Portal to read Offerings
2. WEB BASED
- See all available offerings on main page
- Quickly accept the desired shift

11. TPS Present Outbound Mechanisms
Outbound Shift Offering
8 employees/4 minutes
Phone/Pager
Call Scheduling and speak to scheduler
1. CALL
One call answered at a time,
First come first served
No control of rules

12. Reference Key Definitions
Reserve Time: The scheduled period of time where the shift offering is protected for the candidate to make decision to accept or reject. It is triggered when a candidate “skips” a shift being offered. Once the Reserve time has the exceeded the shift offering is available for the next candidate
Expire Time: The scheduled period of time where the shift offering may accept or rejected. Once the Expire time has the exceeded the shift offering is no longer available.
CM Refresh Rate: Contact Manager Refresh Rate is the fixed rate at which WFTS will consolidate available shift offerings and present them to next eligible candidate
Parameters that influence consolidation of offers 
The following considerations and variables will impact the user experience as well as the behavior regarding multiple offers:
Number of offers:
a. The number of offers that an employee receives is dependent on the number of available positions for their qualified job title, different shifts, and/or timeframes that a scheduler selects for outbound. Scenarios can function differently with a smaller number of offers versus a greater number of offers.
(Dis)Qualifying Rules and factors:
a. Accepting or rejecting an offer will conclude the current opportunity. WFTS will 
then reevaluate the rules for all subsequent offers/vacancies for the candidate. Additional calls may be placed based on WFTS reassessing the remaining offers and determining if the candidate is not overworked, already staffed during the same time frame, and/or if their placement on the list has changed due to the acceptance or rejection of previous offers. 

Scheduled tasks: 

a. Two main impacts from the Workforce TeleStaff task manager are: resource
consumption affecting processing time, and auto-assign tasks placing candidates into on-duty positions that could potentially conflict with a vacancy being manually outbounded. Potential task examples are as follows:
i. PT Import – occurs every 6 weeks ii. PT Plot – occurs every 6 weeks
iii. PT/Swing Station Move – occurs daily
Reserve Time (Hiring List): Reserve time is the length of time that an opportunity is held for an individual during the outbound. Once an employee listens and skips through an offer, the reserve time starts counting down for that individual offer. Lessening the reserve timeframe can result in an employee still listening to original set of opportunities while the reserve has expired for the initial offer. This will cause WFTS to initiate a call for the second candidate.
Processing
a. The Fill by Rules hiring engine takes numerous variables into consideration prior to creating a list of available and qualified employees. The number of available candidates as well as the complexity of the rules will affect how quickly WFTS can generate a list and initiate a call. Multiple offers will cause WFTS to evaluate each position individually before producing a hiring list
Contact Manager Refresh Rate:
a. Dictates the time between cycles at which the Workforce TeleStaff contact manager acknowledges an outbound to be placed. Based on the items reviewed above, adjusting the refresh rate will have minimal impact on the observed behavior when providing candidates with multiple offers.
Phone Providers:
i. Due to the variance in carrier/telephony providers as well as technologies unpredictable behaviors may be experienced.