Developing a New Staffing Management Model to Improve Patient Care

To maximize resources and improve patient care, the Los Angeles County Department of Health Services (DHS) continually assesses the efficiency of its operations. As part of these improvements, DHS is working to institute an innovative new return-to-work staffing management model, which will help manage and meet the needs of employees who have become disabled. FUSE Executive Fellow Anna Vold redesigned workflows to address operational weaknesses and ensure consistency in Disability Compliance, and she began work on digitizing the process. During the COVID-19 crisis, she then pivoted to create an infrastructure for child care support for DHA frontline workers, while helping the Disability Compliance team transition to telework. To redesign the return-to-work model, Anna engaged staff in the process, facilitating a change management workshop to bring them onboard. She transitioned the Disability Compliance teams to hospitals, which helped provide more timely service for these facilities, and she worked on improving the team’s skills through hands-on case studies. When the pandemic hit, she designed and led remote training on effective teleworking, and she set up new processes, key performance indicators, and metrics to help the team adjust to remote working and communication. Anna also devised a DHS child care infrastructure, surveying families to assess child care needs among frontline healthcare providers and collaborating with the ChildCare Alliance of Los Angeles to connect families with available childcare providers and funding. Additionally, Anna helped establish onsite pop-up child care centers at DHS’s four hospitals and facilitated staffing of the centers by redeploying county workers from nonessential assignments. She pulled resources together to provide information about multiple child care services, such as those offered by libraries, parks and recreation, and online tutoring, and she launched and maintains a child care web page on the county’s sharepoint site. Anna is continuing to develop and implement the return-to-work staffing management model, while also maintaining the emergency child care infrastructure and supporting telework initiatives.