How Support Services Departments Can Prevail Post Pandemic

Posted on June 29th, 2021

As the fear of Covid-19 subsides and things normalize, a common theme is expressed across support services throughout the nation. We do not have enough engaged team members to support our mission! At the height of the Covid-19 pandemic many businesses including medical facilities had to do more with less, significantly reducing workforces. As a result, finding support services workers has been a challenge, the pandemic exacerbated a preexisting shift in the labor force that was already occurring.


Over the past years the stable base support services workers who worked at the facilities for decades and became a fixture of that facility have been retiring, the fear of Covid-19 only increased this transition. This base of support services workers can never be replaced. As a substitution, new generational workers have filled these roles, and do not have the same work ethic for labor tasks, nor the longevity of their predecessors.


What are you doing differently to attract and retain talent? Are you doing anything different than you did 10 years ago? Changes in the wants and desires of people cannot be avoided but must be addressed. Addressing these concerns are paramount for the success of not only medical support services but all labor orientated business. However, many organizations have been resistant to change, nor have they adapted to or overcome this cultural change, and still operate the same way they did 10-20 years ago. Has your organization adopted policies, procedures, or strategies in your operations to accommodate the generation X, Y, or Z workers? Do you know what each generation wants / needs to be loyal, attracted to a position, or what it takes for retaining them?


The core issue is leadership, leaders often fail to adapt their approach to multi-generational team members and often resort to an authoritarian task orientated approach to management. While in previous generations this may have been effective, strict adherence to rules, regulations, and structure is not as much a focus with the current generation of team members. Organizations must invest in leadership development, to be successful. Focus on giving leaders the tools, knowledge, skills, support, and resources to run a successful operation. While it is questionable how much leadership is inherent vs. developed, leadership is a skill that can and should be enhanced for the overall success. Now that you know the answer, what do you plan to do to implement change?

Donald Sipp

Senior Director Ruck-Shockey

July 2021