Rabco’s Custom HRMS Solutions Solve Complex Needs for Totally Kids
Sean Brown, President, Rabco
When we first engaged with Rabco they were able to understand our needs and presented our eventual “live environment” solution before we even contracted their services! Rabco’s Implementations Team worked with us diligently to ensure every aspect of the build was accurate and met our expectations. Support is now handled by our Rabco Dedicated Relationship Manager, and we continue to receive excellent customer support!
– Lisa M. | Finance Manager | Totally Kids™ Specialty Health Care Sun Valley
The Company
Totally Kids® has improved health and enriched quality of life for children with special medical or therapy needs for almost 50 years. It’s critical work. Some of their kids are so medically fragile that they depend on modern technology for their very survival. Today, the agency employs an extensive team of healthcare specialists, social workers, and other caregivers. These dedicated experts come together to provide 24/7 inpatient treatment and outpatient therapy for special needs children across two campuses.
The Challenge
With multiple locations and hundreds of staff members to manage, scheduling needs at the agency’s Sun Valley location are complex. Every shift change requires overlap to allow team members time to inform their colleagues of changes and updates before handing cases over. Shifts often cross midnight. Sometimes there is a discrepancy between the payroll calendar and the Totally Kids work week.
All these misalignments were creating Human Resources problems. One well-known Human Resources Management System (HRMS) provider was brought in to rectify the situation, then another. For Finance Manager Lisa Morales, it was as if each organization expected Totally Kids to fit into their systems, rather than the other way around. She says, “We worked with other national providers and experienced many, many issues.” Overtime, double time, holiday pay, and shift premiums were all calculated incorrectly. Midnight split reporting, required both by PBJ’s national rating system and by MediCal, was inaccurate. Fines were accruing. Morales says, “[Those HRMS solutions] could not handle the complexities of our timekeeping and payroll needs.”
While both national providers presented possible HRMS solutions during their demos, neither company followed through on their promises, leaving Totally Kids frustrated and disappointed. Poor customization, minimal training, and a lack of support made the situation even worse. When asked about her experience, the HR Manager describes it simply, shrugging and saying, “It felt like, ‘Here is the system, you figure it out.’”
Twice burned and desperate for help, Totally Kids called Rabco.
How Rabco Payroll Helped
As always, the Rabco team began with a series of discovery meetings. Sales Director Chad Fritt says, “We talked to stakeholders at Totally Kids and did more listening than talking. We asked questions that would help us clarify their challenges and understand exactly what functionality they needed from a payroll processing system.”
Those conversations guided Rabco’s next steps.
“We knew that the most important thing we could do to establish a relationship with Totally Kids was to build trust,” says company President Sean Brown. “Rather than offering our usual customized demo, we went ahead and built them a fully functional UKG system before they ever signed a contract. Then, with our team on standby, we handed over the digital keys and let them test drive the software until they felt confident in its use.”
Totally Kids was so impressed and comfortable that they quickly signed a contract. As collaboration kicked off, Rabco again tailored the process to the company’s unique needs.
Sean continues, “Where most clients work with our Implementation team for a few rounds of payroll before transitioning to the care of and support of a Dedicated Relationship Manager, Totally Kids stayed with Implementation for nearly a year to ensure that each aspect of their system met their unique needs.” Every area went through more rounds of discovery, building, and testing before finally receiving client approval. Small tweaks were put in place along the way as new needs were identified. Chad explains the reason for the special treatment, saying, “Given Sun Valley’s previous experience and the relationship that we developed, we kept them in Implementation for longer than usual to give them additional support. It was just what we felt we needed to do. It made them feel better.”
Key Takeaways
Detailed Customization
In-depth discovery results in
hand-built, customized UKG systems.
“Rabco's Implementations Team worked with us diligently to ensure every aspect of the build was accurate and met our expectations.”
Trust-Based Relationship
Rabco’s team always goes the extra mile to make sure you feel confident.
“We worked with other national providers and experienced many, many issues.”
Knowledgeable Support
Every contract is a collaboration. You’re never on your own with Rabco.
“Support is now handled by our Rabco Dedicated Relationship Manager, and we continue to receive excellent customer support!”
Improved Compliance
An agile, accommodating system avoids costly regulatory fines.
“Other national providers could not handle the complexities of our timekeeping and payroll needs.”
Pre-Contract Clarity
Rabco will create your customized roadmap to success prior to commitment.
“They were able to understand our needs and presented our solution before we even contracted their services!”
The Result
The Totally Kids team is thrilled with their customized UKG system. Automation makes payroll fast and easy, even with all the adjustments that have to be made for the agency’s atypical scheduling needs. Processing time has dropped, reducing stress and allowing staff to devote their time to other tasks. Compliance fines have been reduced, reallocating thousands of dollars back to where they’re needed most – the children.