A great deal of thought and effort goes into creating effective schedules for our personal support workers (PSWs). Whether it’s ensuring clients receive the care they need at the right times, mapping out the most direct routes to reduce travel time, or supporting work-life balance for our staff, we are constantly asking ourselves: How can we do better?

But what exactly makes a good, reliable and sustainable PSW schedule?

In our most recent Champions of Change Fellowship, a dedicated and inspiring group of PSWs set out to explore this very question with the support of VHA’s Research team. This annual fellowship program empowers participating PSWs and nurses to lead quality improvement projects that directly impact provider experience and client care.

The Goal

This year’s Fellows set out to:

• Identify key scheduling issues affecting PSWs
• Understand what schedule considerations matter most to PSWs
• Provide recommendations to VHA leadership on setting priorities and goals that improve scheduling satisfaction for PSWs, coordinators and clients

Grounded in Data and Real Experiences

The team developed a survey, co-created with stakeholders, to collect baseline data on current scheduling experiences across VHA. This information formed the foundation of the second phase of the project.

The fellows conducted five focus groups with their PSW peers to expand understanding around the survey data, offer personal insight and solutions.

“We offered a safe, non-judgemental forum for other PSWs to share their concerns and ideas, and drive a solution-based conversation in an effort to glean action items for management consideration,” explained Linda Dunlop, PSW Fellow.

Finally, to understand the challenges of creating good schedules, the Fellows interviewed four coordinators who shared information about their workflows, perspectives and experiences.

From Research to Recommendations

Once the survey and focus group findings were compiled, the Fellows presented their final report to leadership, operations staff, and their peers. This report included a clear list of actionable recommendations aimed at improving scheduling processes for everyone involved.

“One of the most powerful takeaways was the importance of consistency in scheduling. PSWs expressed that having a predictable routine not only reduced burnout but also strengthened relationships with clients,” said Colleen Beaumont, PSW Fellow. “It’s a reminder that operational tweaks can lead to meaningful improvements for both clients and staff,” agreed Noeline Nakafeero, PSW Fellow.

Real Impact, Ongoing Work

Insights from the Champions of Change Fellows continue to influence how scheduling coordinators approach the management of PSW schedules. Of course, there’s no quick fix—no magic wand that will eliminate every barrier. But this collaborative approach ensures that we’re moving in the right direction, together.

“The most impactful and overarching theme throughout this project is the emphasis on collaboration and communication. It is clear that many of our challenges are the same, although our approaches and roles are different when it comes to finding a solution. There needs to be a renewed sense comradery among us as we move forward towards better accountability, efficiency, and predictability,” explained PSW Fellow, Kaila Jonsen.

Want to learn more?

Check out the poster presentation here.