PILOT RECOMMENDATION- MARKELL HARRIS
Fix the Always-On Culture Before It Costs Another Manager
A low-cost coverage rotation pilot for Operations, Management & Professional Roles
THE PROBLEM
No boundary between work and personal time is burning out a small, hard-to-replace group of managers.
THE ROOT CAUSE
No formal on-call or coverage rotation exists — the default expectation is constant reachability.
THE FIX
A team-led coverage rotation, built on tools already in place — no new spend.
THE ASK
A 2-week pilot at one site, tracked against 3 simple, near-real-time signals.
THE PROBLEM
An Always-On Culture Is Quietly Draining Your Most Experienced Managers
SITUATION
Operations, Management & Professional Roles keep daily operations running.
COMPLICATION
Managers are expected to be reachable by phone and available 7 days a week — even after 12-hour shifts. The “always-on” culture is baked into the role itself.
QUESTION
What happens when reachability has no limit?
ANSWER
Burnout in a small, hard-to-replace group → managers disengage or leave → operational knowledge walks out the door.
“
Expected to be reachable by phone and available 7 days a week, even after 12-hour shifts.
— Friction Map: Operations, Management & Professional Roles
BUSINESS IMPACT
Burnout in a small, hard-to-replace group → disengagement, exits, and lost operational knowledge.
THE TARGET SEGMENT
This Small Segment Carries Outsized Operational Risk
Operations, Management & Professional Roles
1
Small & Hard to Replace
A thin layer of experienced managers keeps daily operations running — there's no deep bench to absorb an exit.
2
Holds Institutional Knowledge
When a manager burns out and leaves, operational knowledge leaves with them, not just headcount.
3
Already Showing Warning Signs
The friction map shows disengagement and exit risk tied directly to this segment — not a hypothetical.
THE RECOMMENDED INTERVENTION
A Shared Coverage Rotation Replaces the Informal “Always Reachable” Norm
WHAT IT IS
A shared on-call/coverage calendar so Operations & Management staff rotate after-hours availability, instead of every manager being reachable at all times.
Process (primary)
A formal rotation replaces the informal “always reachable” default.
People (primary)
Managers themselves design and run their own rotation.
Technology (supporting)
A shared calendar the team already has — no new purchase.
WHY IT WORKS
Low-Cost
Uses an existing shared calendar — no new spend.
High-Impact
Targets the root cause driving burnout and turnover.
Team-Led
Managers design and rotate through their own schedule.
Measurable
Contact frequency and pulse feedback trackable within 2 weeks.
THE PILOT PLAN
A Two-Week Pilot at One Site Gives Us Fast, Low-Risk Signal
WEEK 0
Set Up
Senior Area Manager introduces the rotation and helps the team build initial coverage slots on the shared calendar.
WEEKS 1–2
Run Pilot
Operations & Management team at one site runs the rotation; weekly check-ins resolve swaps or conflicts.
END OF PILOT
Review
Compare after-hours contact frequency, pulse survey results, and any coverage gaps against baseline.
OWNER
Senior Area Manager
SUCCESS METRICS
After-hours contact frequency • weekly “off-duty” pulse • coverage gap incidents