Case study: Putting wellbeing at the forefront of job design at the AA
The main health challenges for the AA’s workforce are related to musculoskeletal (MSK) issues for our on-the-road patrol teams and mental health issues for the younger customer adviser teams.
We offer access to a 24/7 GP service, an employee assistance programme, self-referral to physiotherapy and specialised menopause support.
The future of work will look different for every organisation, and we are trying to redesign jobs where feasible to better suit the wellbeing requirements of our people.
Our attendance management working committee was set up to reduce absence rates, with one initiative being a flexible shift option that allows employees to request when a quarter of their shifts will take place.
Research shows when employees have that control, it can help with their mental health and create a better work-life balance.
Being on patrol means working longer hours and into the evening sometimes, so we try to make sure that they are resilient enough to do those long shifts and encourage employees to reach out to their managers if they feel disconnected.
Wellbeing wherever you work
It’s not just job design we’re using to improve health and wellbeing but also the work environment.
All our vans have top-of-the-range seating support and amendments to improve posture, and we are in the process of moving our Basingstoke headquarters into a new building, designed with wellbeing in mind.
We’ve installed high-quality office chairs, standing desks, low-light areas for fewer distractions and lots of collaborative working spaces so people don’t just have to sit at their desk. In fact, in our new office that will be almost discouraged.
It’s about going into the office and collaborating, which helps people feel part of our culture. We also have an auditorium for presentations, plus greenery on the terraces.
We’re really focusing on how the workplace can support wellbeing, and we often encourage our benefits providers to come in and talk to our employees about their health.
For example, in November it was Men’s Mental Health Awareness Month, so we had Cancer Research UK nurses coming in to talk to demographics that aren’t typically vocal about health issues.
We’re conscious that our patrol team are slightly older and more likely to develop MSK issues, which is why we offer our self-referral physio service. We want our employees to have fast, quick access to support.
We also see a future where AI can help to signpost employees to support before they’ve even spoken to anyone.
AI is also aiding our colleagues with neurodiversity. For example, we offer Grammarly to our customer support team to help them with grammar and spell checking, freeing up their mental load to focus on the content of their communications.
Proving the return on investments is tough because it’s long-term, so learning how to influence key stakeholders is key to a successful future focused wellbeing strategy.
