We are Niagara Health is a series of stories that celebrates the incredible people working and volunteering in our organization and how they make a difference in the lives of patients and coworkers every day.
Kevin Wylie, Manager of Scheduling at Niagara Health, plays a pivotal role in ensuring all departments in the hospital are properly staffed.
For most people, hospital staffing may seem as simple as assigning shifts to nurses and other healthcare workers.
But for Kevin Wylie, Manager of Staff Scheduling at Niagara Health, it’s a complex puzzle that demands constant problem-solving, quick thinking and an in-depth understanding of union agreements, all with an eye to patient care.
“How do we make sure that staff schedules are perfectly balanced so that we provide continuous service every day?”
"Those are the kinds of puzzles I find really interesting,” Wylie says. “You can see the tangible benefits immediately when you get it right, especially when it comes to patient care.”
Hospital scheduling goes far beyond filling slots on a time grid. Union regulations, last-minute sick calls and budgets all add layers of complexity to the process.
“We have five union groups that my team schedules for,” he explains. “Each group has different rules about when schedules are created, when extra shifts are called, who gets overtime, and how full-time and part-time roles are assigned. It’s a lot to juggle, but I enjoy the challenge.”
Urgent situations are the norm for Wylie’s team, from unexpected staff shortages to sudden absences. There are times when everything must stop to address immediate issues – what his team calls “all hands-on deck” situations.
In the event of a major issue, like a flu outbreak, the team has to be ready to pivot, adjust schedules and collaborate with managers across different departments.
“Our job is to make sure everyone else can do theirs. When scheduling runs smoothly, everyone – from frontline staff to patients – benefits. And that’s what makes the job so rewarding.”
“It’s about making sure we have the right mix of skills to handle whatever’s happening on the ground,” Wylie explains.
The approach is strategic. Wylie’s team works closely with various departments to understand their needs and anticipate challenges before they become crises.
“You can’t just wait for issues to happen and then scramble to fix them,” he adds. “It’s about building relationships with clinical leaders, understanding their workflows, and planning ahead. That way, when something does happen, we’re ready to respond effectively.”
One of the biggest misconceptions about hospital scheduling is that it’s just a matter of pushing buttons.
“People assume our system automatically finds a nurse when we need one,” Wylie says with a laugh.
In reality, there are a lot of technical skills involved, from understanding applications and software to knowing union rules and stepping in manually when needed.
Wylie and his team have worked hard to bring more visibility to their role.
“We’ve had managers shadow us for a few hours, and when they leave, they finally get it,” he says. “They realize it’s not as simple as just clicking some buttons.”
The recognition of his team’s efforts has grown in recent years, thanks to Niagara Health’s leadership actively listening to their feedback. The organization has responded by investing in additional resources and improving scheduling processes. These changes have led to significant improvements in response times for sick calls and overall scheduling efficiency, benefiting staff, and, ultimately, patients.
The overarching goal is simple: provide stability for hospital staff so that they can focus on patient care.
“If you come into a job and your schedule is a mess, your pay isn’t right, and you don’t know when you’re working next, that’s stressful,” Wylie explains. “Our work ensures that staff have clarity and consistency, which boosts morale and helps with retention. In today’s healthcare environment, where things can feel unstable, any ounce of stability matters.”
Although much of this work is behind the scenes, Wylie’s impact is felt across Niagara Health every single day.
“Our job is to make sure everyone else can do theirs,” he says. “When scheduling runs smoothly, everyone – from frontline staff to patients – benefits. And that’s what makes the job so rewarding.”
