July 16, 2025

Time off is a beautiful thing. We all look forward to it as individuals, but as business managers it’s nothing short of frustrating when your front desk suddenly becomes very quiet, the mail comes and no one is there to process it, or when the phone rings without answer. 

Our business partners depend on consistent delivery, smooth workflows, and responsive support every day of the year, regardless of who’s in the office, working remotely, or taking PTO. So, what happens when key team members are out of office, unexpectedly sick, or managing a family emergency?

We’ve spent years building a model around the understanding that people will eventually need time off. Necessary time off isn’t a seasonal luxury, it’s part of life. Part of our job is to ensure your operations don’t grind to a halt every time someone gets sick or goes on holiday. 

We’ve developed a flexible, responsive coverage program that ensures client operations continue without interruption, no matter the season.

Early PTO Planning Matters

There are certain times of the year when PTO is at a premium. For instance, winter holidays and summer vacations make it easy to predict when more than one person will request the same day off. During these times of year we remind staff to submit PTO requests well in advance. This helps support operational stability.  The more visibility we have into scheduled absences, the more easily we can:

  • Redistribute workloads strategically

  • Avoid overlaps between key roles

  • Plan for coverage with cross-trained staff

  • Communicate availability

We ask all employees to submit PTO requests as far ahead as possible. This foresight supports better planning not only at the site level but also across our regional support structure.

Even the best-laid plans encounter last-minute surprises. That’s why proactive planning and a well-orchestrated support team make all the difference.

GLC’s Approach to Staffing Gaps

As John Brokaw, our Director of Records and one of our leaders, explains:

“In any service-focused business, continuity is key. At GLC, we understand that employees take vacations, get sick, or have family obligations. These events and obligations are not confined to a single season. From summer breaks to the cluster of holidays stretching from Thanksgiving to New Year’s, or just the everyday realities of school closings and last-minute doctor’s appointments, staffing gaps are a reality. That is why we have developed a responsive, well-coordinated coverage program designed to keep client operations running smoothly, no matter the season.”

That program begins with our District Associates, a team of flexible, cross-trained professionals who are ready to step in when coverage is needed. Whether someone is out for a day or a few weeks, our Associates are prepared to deliver seamless service that aligns with the client’s standards and expectations.

Weekly Schedules and Real-Time Flexibility

Each week, our Regional Directors prepare coverage schedules based on anticipated absences, employee availability, and client needs. These schedules are shared in advance with both District Associates and on-site managers, allowing everyone to prepare. Even with this stable plan in place, a certain level of agility is required. 

Still, staffing needs can change without notice. As John puts it:

“These weekly schedules are sent to both the District Associates and the Site Managers in advance. However, staffing needs can change at any time, sometimes due to a previously unreported PTO request from a permanent client staff member or the unexpected change of availability of one of the District Associates. For this reason, these schedules are flexible. When staffing needs change, the Regional Director will usually get an early morning phone call, email, or text with the request, will work quickly to make those changes, inform all affected parties, and maintain adequate coverage.”

In cases where demand exceeds available resources, our Regional Directors may step in personally. Their hands-on leadership ensures that coverage never falls through the cracks.

“Sometimes, coverage needs exceed the number of available District Associates. In these cases, our Regional Directors may step in themselves. Because they receive callouts directly from either the person calling out or their Site Manager, they are always in the loop and ready to make immediate adjustments. If needed, they provide coverage personally or reorganize assignments to meet client needs. They are not just managers; they are active participants in delivering the excellent service we promise.”

Setting District Associates Up for Success

Our District Associates are more than fill-ins, they are trusted professionals who uphold the same standards of excellence as any permanent team member. Brokaw notes, 

“District Associates receive onboarding instruction that covers our company mission, client service standards, internal systems, communication and reporting protocols, and critical compliance topics such as confidentiality, workplace safety, and harassment prevention. We set clear expectations of professionalism and performance. Our standard is service ‘above and beyond expectations,’ and our promise is to ‘Consider It Done.’”

They also receive on-the-job training at the specific sites where they may be placed, helping them become familiar with workflows, team dynamics, and client-specific procedures. Many client sites maintain detailed operations manuals, which serve as vital references and help ensure continuity—even when personnel changes.

In addition to absence coverage, District Associates often support special projects:

“In addition to coverage of absences, District Associates may also be tapped for special assignments such as records cleanups, document scanning, compliance audits, or meeting setup and breakdown, at the request of a client. These assignments help clients get jobs done for which they are not adequately staffed, and they give District Associates valuable exposure and experience.”

What’s more, our District Associates are embraced as full members of the teams they support:

“Our District Associates are full members of the team. They are eligible for company awards and are frequently invited to client functions, such as holiday parties, helping them forge relationships and feel at home even in temporary roles.”

Strategic PTO Coordination

District Associates earn and take PTO just like anyone else and we plan for that.

“Even District Associates need time off. Like any valued employee, they accrue PTO and are encouraged to use it. Scheduling District Associate PTO is a strategic process; our Regional Directors coordinate with Site Managers to ensure that requests from permanent staff and District Associates are spaced out and coverage remains intact. While last-minute emergencies are unavoidable, we ask all employees, including District Associates, to submit PTO requests as far in advance as possible to support optimal planning.”

This proactive mindset ensures that coverage remains intact and workloads stay balanced even when multiple team members are on leave.

Building Preparedness into Workplace Culture

Coverage isn’t just a matter of plugging holes in a schedule, it’s a strategic service designed to deliver peace of mind to our clients.

“Our coverage program is not just about filling gaps. It is about thoughtful planning, ongoing communication, and a team culture that prioritizes flexibility, preparedness, and client satisfaction. Whether stepping in for a day or joining a site for a multi-week project, our District Associates are ready to deliver the excellent service that GLC is known for.”

From the planning desk to the front desk, we make sure every detail is accounted for so our clients can Consider It Done, no matter who is out of the office.