SHARED SERVICE CENTER: Amid the anxiety, take care of yourself

by Dave Jones
March 11, 2011

From the start, we knew that the shared service center project would eventually lead to job changes and more layoffs.

“But, as anxious as you might be, you must take care of yourself,” says psychologist Beth Cohen, director of the Academic and Staff Assistance Program, or ASAP, which is working closely with the Shared Services Implementation Team, to help people through the transition.

Karen Hull, associate vice chancellor for Human Resources, said: "We are changing our business structure, but in doing so, we are also looking at the impact on our employees, and making sure they are getting the assistance they need, whether it be ASAP or career counseling or the shared services certificate series."

ASAP’s confidential services are available, free of charge, to all employees and their immediate adult family members who live in the same home. In addition, Cohen and her ASAP colleagues lead a segment of the new staff development series in which employees have the opportunity to learn more about working in a shared service center.

Five administrative units are participating in the center, which is expected to bring savings of $25 million from now through 2015-16, and $10 million a year thereafter, all the result of more efficient processes in finance and payroll, human resources and information technology — requiring 120 to 170 fewer full-time equivalent positions.

That prospect alone is enough to make people anxious. But throw in the ongoing economic downturn and another round of budget cuts, as proposed, “and you have life circumstances contributing to chronic stress,” Cohen said. “We’re getting hit year after year after year. We’re not getting any breathers. This really affects people.”

Statistics from ASAP show a 27 percent increase in client count, consultations and debriefings from 2007-08 through 2009-10. The number of consultations and debriefings more than doubled: from 530 to 1,189, while client count rose from 2,988 in 2007-08 to 3,681 in 2008-09.

Additionally, Cohen said, she and her staff have documented that people are waiting longer before coming in for help. And, because they are waiting, their problems are increasing in severity — sometimes to crisis mode.

Cohen and her staff say their belief is that people are waiting to ask for help, because of the underlying anxiety.

‘Chronic survival stress’

“People report concerns about leaving their desks,” Cohen said. “They are worried that if they are not present, on the job, they could end up becoming layoff candidates. Or, their unit has already been downsized, and they are worried about keeping up with their work. Or they are unwilling to step away for a while, because that would mean burdening their co-workers with even more work.”

“We liken it to what happens in war-torn countries, where people must stay vigilant, where they cannot allow themselves to relax.”

ASAP calls it “chronic survival stress.” It occurs when people’s basic survival needs are threatened or perceived as threatened. And, at some point, Cohen said, “chronic vigilance creates exhaustion, which can lead to both emotional and physical issues.”

People’s work suffers. Absenteeism goes up.

And, when they finally get to ASAP, here are some of the issues that the staff there has been dealing with: major depressive disorders, panic disorders, substance abuse and psychotic disorders.

The ASAP staff comprises two psychologists, a licensed marriage and family therapist, a licensed clinical social worker, and three doctoral interns in psychology.

They begin each case by reviewing the client’s history, assessing his or her presenting issues, and developing treatment options: perhaps in-house at ASAP, by referral to other campus units, or to providers in the community.

If you notice that you are going into your own personal crisis, get help early, Cohen said. “Give yourself that personal permission.”

Otherwise, what could have been limited to a situational episode can become a chronic problem that is more difficult to treat and “harder to resolve,” Cohen said.

Besides jeopardizing your mental health, she said, you also might be placing your overall health in danger.

Prevention is key, she said. Make time for meditation or yoga, a walk at lunchtime or other stress-reducing activities. Do this on your own, or join up with any number of campus programs (more information below).

Said Cohen: “Make time to do those things that you really enjoy. It’s how we stay balanced. You’ll be re-energized when you get back to work.”

What does the future look like?

Part of the fear over the shared service center, Cohen said, is the uncertainty about which jobs will move there, how the work will be done, and who will have the opportunity to work there — and whose jobs may be eliminated.

“The level of discomfort is largely because people cannot envision what their future is going to look like. People like to be able to predict their futures. Some people more than others have difficulty with change,” she said. “It’s disarming, it creates anxiety.”

The Shared Services Implementation Team understands the critical need to answer people’s questions, but the fact of the matter is, the team needed almost a year and a half to lay the groundwork for the center: data analysis, evaluation of alternative approaches, a consultant’s report and campus discussions.

Then, on Jan. 31 and Feb. 1 of this year, the actual planning began. Four project teams are reviewing hundreds of business processes, studying how they can be streamlined and determining which ones should be in the shared service center.

Eventually, the teams will develop a staffing model and job descriptions. The goal is to have the first phase — the payroll unit — up and running this fall.

“The more information that people receive, the more people will relax, because they will be able to make informed choices,” Cohen said. “But we don’t have all the information yet.”

In the interim, Cohen said, people should “acknowledge that change is coming and plan for the future, despite being anxious about it.”

Consider the possibilities

Change creates possibilities, Cohen said, but only if you take the time for introspection, to consider, say, a dream that you would like to make a reality. For example, perhaps you might be ready for a career change or a return to school.

Of course, change creates obstacles, too, she said. But she prefers to focus on the positive. “There are possibilities out there, if people are willing to put aside their fear for a bit and think about them.”

She and her colleagues will discuss all of this in the new staff development certificate series, Shared Services: Preparing for Success in a New Service Model. The ASAP course within the seven-part series is titled “Navigating Through Organizational Transitions.”

The ASAP course will not shy away from talking about layoffs. In fact, Cohen said Human Resources personnel will be in attendance to answer questions about the layoff process, and to talk about campus resources that can help employees find other positions on campus or within the UC system.

Cohen cautioned people against being resistant to change. Resistance saps energy, she said, and keeps you from thinking about other opportunities. “The more resistant we are, the more difficult it is to manage the unknown,” she said.

She cited the importance of remembering that people, by nature, are very resilient. “Most of us have gone through tough times, and we’ve made it through,” Cohen said. We will make it through again.

Staff resources

Academic and Staff Assistance Program (ASAP) — By telephone, (530) 752-2727, or in person at 112A St., Davis.

WorkLife and Wellness

Meditation — Cohen periodically leads a meditation program; check with ASAP at (530) 752-2727 to find when the next one will begin.

Shared Services: Preparing for Success in a New Service Model — This staff development certificate series comprises seven courses, for a total of 22 hours. You may register for as many of the courses as you wish to attend, but you must attend all seven to receive a certificate. The first of the seven-course sessions began Feb. 28, three more sessions are already filled and a fifth session is open for enrollment. More information. Earlier coverage.

Career management

Career counseling