The traditional workweek in an insurance agency is quickly becoming a thing of the past.  No longer is the 9-5, Monday – Friday the norm or the expectation.  Employees are looking for companies that provide a family-friendly culture and offer more choices as they strive to meet the demands of work and home.  Whether it is doctor’s appointments, kid’s events or other commitments, employees are looking for ways to make it all fit into the week.

So how do agencies meet the increasing employee expectation for flexibility and continue servicing clients?

  • Rotate Flex Time –

  • Examine the overall set up of your team and ask employees to provide feedback regarding when they would need to be out of the office to fulfill other obligations.   Once this information is compiled, work with the team to create a rotation where are they are providing backup support to one another throughout the week.  

      By creating a schedule, you can ensure that system is equitable to all involved.

  • Provide On-the-Go Access –

  • Most phone and email systems provide a way for calls and emails to be forwarded to a mobile device.  This option will allow Account Managers to handle urgent issues with clients that may come up when they are away from the office.

  • Set Clear Expectations –

  • Make sure employees have a clear understanding of their responsibilities when it comes to making flexible scheduling work.  Whether it is expectations around making up flexed hours or how calls and emails forwarded to their cell phone should be handled, clearly communicating this information to the team will keep everyone on the same page.

  • Document the Flex Scheduling Policy –

  • Documenting agency guidelines will ensure all employees have clarification they need when it comes to opting for a more flexible schedule.  This policy should address the specific aspects your agency flex scheduling such as maximum hours permitted, when and how hours should be made up or usage of mobile devices for agency business.

  • Start with a Trial Run –

  • Providing a flexible schedule option to the entire organization could get overwhelming and difficult to manage very quickly.  By starting with one department or other smaller group of employees, you can assess what is working with the system and make necessary modifications.  Once you’ve worked out all the glitches, you can open the opportunity to other employees.

  • Evaluate Success –

  • As implementation continues to grow across the agency, it is critical that leaders keep tabs on how things are working.  Make sure to check in with employees for feedback.  Chances are that the original guidelines in the flexible scheduling policy will need to be reviewed and modified as time goes on.   Establishing regular checkpoints will ensure that the program continues to evolve along with the needs of the employees, clients and the agency overall.

The demand for a more flexible work week will continue to rise with current staff and as you bring new employees into the organization.   Recognizing and having a plan to meet this need will allow your agency to help employees achieve the work and home lifestyle they desire.  

About the Author

Justin Goodman has spent the past 20 years in insurance. He is the co-founder and CEO of Total CSR and co-founder and Managing Director of Project 55. By the age of 29, he was recognized as one of the top five construction insurance experts nationwide by Risk and Insurance Magazine. He also was named to Insurance Business Magazine’s Hot 100 and most recently the 2024 Insurance Journal Agent of the Year. Justin has trained over 50,000 CSR’s, account managers and producers through his work at Total CSR. He has a passion for developing the next generation of insurance professionals. When not with his family, he devotes his free time to speaking engagements and advising agency owners across the country.