Toni Shinn has 24 years of specialized experience in the Housing Choice Voucher program and recently worked at a PHA before joining Quadel.

Staff turnover in public housing authorities continues to be a pressing issue nationwide, with many organizations struggling to retain dedicated employees and maintain high-quality housing services. The causes of staff turnover are often rooted in the challenging nature of the work. Housing specialists grapple with feeling overwhelmed and underappreciated – leading to burnout.

When staff leave, it is common practice that the remaining housing specialist divide the former employee’s caseload until another specialist is hired and trained. This extra work may increase employee burnout and lead to more resignations. In this week’s blog, Quadel Associate, Toni Shinn, reflects on her experiences with increased caseloads and how managers can be proactive to lessen employee burnout.

Recognize the Turnover Ripple Effect

Shinn has experienced taking on other housing specialist caseloads. She often stayed late with a coworker to ensure the PHA met its required deadlines.

“Teams are usually small but mighty. When you have consistent turnover, this burns the remaining staff out. They are completing their assigned duties, the duties of the other member who left, and trying to get the new hire trained,” Shinn said. “The work must get done and by the required deadlines. There is no exception. Staff turnover has a huge impact on the remaining staff because they cover operations as required. There is no option not to.”

Look for Signs of Burnout

Shinn explained the common stressors associated with front-line public housing work. These include changing regulations and constant training, loss of a work-life balance, and difficult customer service situations. Shinn encourages managers to watch for common burnout signs and address them as they arise.

“Managers should watch employee body language and verbal statements. You can normally see a shift in behavior and quality of work,” Shinn said. “For example, a consistently hard-working employee’s work is now unsatisfactory. They are making mistakes and providing less detail and effort in their work. Managers will want to talk with these team members to understand what is happening to avoid burnout and more turnover.”

Utilize Individual Strengths of Team Members to Conquer Extra Workloads

Shinn encourages managers and team leaders to communicate regularly with their staff members during turnover. Remaining open to new ideas to conquer extra workloads is important for efficiency and staff morale.

“Managers need to be aware of each team member’s strengths and weaknesses and use those to the PHA’s advantage. A well-functioning team depends on each member completing a piece of the pie,” Shinn said. “Make sure to delegate their piece to something they excel in.”

Quadel can’t stop staff turnover, but we can offer immediate relief. Quadel housing professionals can provide remote and onsite staff augmentation services and technical assistance. To learn more about how Quadel staff can assist during your times of turnover, request a quote today.