Few operators enjoy relying on agency staff, yet most have done it at some point. Agency can be a lifeline during a shortage, and it can also become a habit that is hard to break. The challenge is knowing when it is a bridge and when it has turned into the plan.
An agency use dashboard can help answer that question. It is not about eliminating agency entirely. It is about understanding where it is used, why, and what could reduce the need.
What to track
Agency hours by role and shift
Start with the basics: how many agency hours are used, for which roles, and on which shifts. A pattern, such as heavy agency use on weekend nights, often points to a specific gap.
Agency as a share of total hours
Showing agency hours as a share of total worked hours puts the number in context, and lets you compare across weeks or buildings of different sizes.
Open positions and time to fill
Agency use often grows when positions stay open. Track how many are open, by role, and how long each has been open.
Overtime alongside agency
Overtime and agency are two ways of covering the same gap. Looking at them together shows the total reliance on extra coverage.
Call-offs and coverage
If call-offs drive agency requests, track them by day and shift to see where they cluster.
Continuity
How often do the same agency staff return? Familiar faces can improve continuity for residents, while constantly changing staff increases the burden of orientation.
Questions the dashboard should answer
- Is agency use rising, steady or falling?
- Which shifts and roles depend on it most?
- Are open positions driving it, or call-offs?
- How does agency use relate to overtime?
- Are there operational changes, such as a different schedule pattern, that could help?
Turning data into a plan
If open positions are the driver
Share the data with recruiting. Highlight the roles and shifts with the longest gaps. Consider whether the schedule, pay structure or onboarding process is a barrier.
If call-offs are the driver
Look at when call-offs happen and whether they relate to schedule patterns, such as rotating weekends. Gather staff input on what would help.
If census is changing
Adjust staffing plans to match, and avoid defaulting to agency for what may be a temporary change.
If it is concentrated on one shift
Consider shift-specific recruitment, differentials or schedule redesign that makes that shift more attractive.
Respect the existing team
Heavy agency use can affect morale. Employees may feel they are carrying the burden of orienting new faces or that agency staff are earning more for similar work. Transparency helps. Share the plan, the data and the goals, and listen to concerns.
A hypothetical example
Imagine a hypothetical building with steady agency use on night shifts. The dashboard shows that two night positions have been open for months, and that most agency hours cover exactly those slots. Rather than renewing agency requests indefinitely, the team examines why the positions are hard to fill, perhaps because of schedule rotation. A schedule change and a targeted recruiting effort follow. The dashboard did not fill the roles, but it made the real target visible.
Set realistic goals
Reducing agency reliance is gradual. Rather than a single target, set stepwise goals, such as reducing agency hours on one shift over a quarter. Celebrate progress with the team that makes it possible.
Link to quality and care continuity
Staffing stability supports resident relationships and care consistency. While this post focuses on operations, many leaders find that agency data pairs well with quality trends and call-light response, because the same underlying issue often shows up in all three.
Where CarePulse fits
CarePulse connects scheduling, payroll and agency data so open positions, overtime and agency hours can be viewed together by shift and role. If you would like to see your own staffing picture in one place, a demo is a simple way to begin.