| STAFFING ESTIMATION WORKSHEETS |
| A six step process for estimating the number of employees needed: |
| Step 1: |
Identify the type of position you wish to analyze; |
| Step 2: |
Determine employee availability (Worksheet A, NAWH) |
| Step 3: |
Determine your turnover rate (Worksheet B) |
| Step 4: |
Select the appropriate formula and analyze all positions (Worksheets C, D, E) |
| Step 5: |
Compare the number of staff you have with the number you need (Worksheet F) |
| Step 6: |
Do a reality check using quality indicators. |
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| Worksheet A: Determining Employee Availability |
| Determine Net Available Work Hours (NAWH) |
| Position: |
| A |
________ |
Total hours for one full time employee |
| B |
________ |
Average vacation and holiday leave (total hours) |
| C |
________ |
Average sick leave (total hours) |
| D |
________ |
Average personal leave (total hours) |
| E |
________ |
Average training leave (total hours) |
| F |
________ |
Average military, FMLA leave, etc. (total hours) |
| G |
________ |
Average lunch and break (total hours) |
| H |
________ |
Average other (meetings, light duty, special assignments, etc.) |
| I |
________ |
Total unavailable time = Total B through H |
| J |
________ |
Net Available Work Hours (NAWH) = A – I |
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| ___________ = Net Available Work Hours per employee (NAWH from J above) |
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| Worksheet B: Calculating Average Turnover Rate |
| Calculate Average Turnover Rate |
Year |
Average |
| 20__ |
20__ |
20__ |
20__ |
20__ |
| A |
Total number of employees at the highest staffing level for that year |
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| B |
Number of new hires that failed to complete the probationary period |
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| C |
Number of experienced employees who left for any reason* |
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| D |
Turnover Rate (Turnover = B + C ÷ A) |
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| E |
Retention Rate (Retention = 1 – Turnover) x 100 |
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| *Include all experienced employees who left for voluntary or involuntary reasons (e.g. turnover initiated by the employee, rotation, retirement, death, management action, etc.) |
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| Worksheet C: Calculating Staffing for Coverage Positions |
| Estimate Staffing Needed for Coverage Positions |
| Note: Coverage positions must be covered regardless of call volume or level of activity. |
| Position: |
| Hours needing coverage: |
| A. |
______ |
Total number of consoles that need to be covered for this position |
| B. |
______ |
Number of hours per day that need to be covered |
| C. |
______ |
Number of days per week that need to be covered |
| D. |
______ |
Number of weeks per year that need to be covered |
| E. |
______ |
Total Hours needing coverage = A x B x C x D |
| Employee Availability: |
| F. |
______ |
Net Available Work Hours - enter average NAWH from worksheet |
| Staff Needed: |
| G. |
______ |
Full Time Equivalent base estimate (FTE) = E ÷ F |
| H. |
______ |
Turnover Rate - from retention worksheet, convert to decimal |
| I. |
______ |
Full Time Equivalent required to accommodate turnover, prior to any adjustments based on quality indicators: FTE = G x (1+ H) |
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| _________ = Estimated Staffing Need (in FTEs from Step I above) |
| FTE = Hours needing coverage ÷ Employee Availability x Turnover Adjustment |
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| Worksheet D: Calculating Hourly Processing Capability |
| Calculate Hourly Processing Capability |
| A. _____ minutes |
Average telephone busy time (call duration in minutes, using decimals), from phone records |
| B. _____ minutes |
Average call completion time (in minutes, this includes time for data entry, address verification, etc.)* |
| C. _____ minutes |
Average Processing Time (APT) = A + B |
| D. _____ calls hourly |
Average Hourly Processing Capability (HPC) = 60 ÷ APT) |
| * Your telephone software may be able to provide detailed information about telephone busy time, but you will have to use other means to determine average wrap-up time. |
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| Worksheet E: Calculating Staffing for Volume-influenced Positions |
| Estimate Staffing Needed for Volume-influenced Positions |
| Note: The number of Volume-influenced positions is based on call volume or activity level. |
| Position: |
| Workload: |
| A. |
____________ calls |
Total Call Volume for this position (TCV), from phone records |
| B. |
____ minutes per call |
Average Processing Time for this position (APT), from phone records |
| C. |
______ calls hourly |
Hourly Processing Capability (HPC) = 60 ÷ B |
| D. |
_________ call hours |
Workload in hours (W) = A ÷ C |
| Employee Availability: |
| E. |
_______ |
Net Available Work Hours - enter average NAWH from worksheet |
| F. |
_______ |
Agent Occupancy rate - enter AO, convert percent to decimal |
| G. |
_______ |
True Availability per person (TA) = E x F |
| Staff Needed: |
| H. |
_______ |
Full Time Equivalent base estimate (FTE) = D ÷ G |
| I. |
_______ |
Turnover Rate from retention worksheet - convert to decimal |
| J. |
_______ |
Full Time Equivalent required to accommodate turnover, prior to any adjustments based on quality indicators: FTE = H x (1 + I) |
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| ___________ = Estimated Staffing Need (in FTEs from Step J above) |
| FTE = Workload ÷ Employee Availability x Turnover Adjustment |
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| Worksheet F: Comparison and Summary of Staffing Estimates |
| Compare Current Staffing with Estimated Staffing Needs |
| WORK |
Total Call Volume: |
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| Total Emergency Calls: |
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| Average Processing Time: |
Current |
Estimated |
| Hourly Processing Capability: |
Staffing |
Need |
| WORKERS |
Coverage Positions: |
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| Volume-influenced Positions: |
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| Function Positions: |
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| TOTALS |
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