Blog: 23.05.24

Shift Management Tips for Analyst Teams

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Does your analyst team work in shifts to cover various time zones and investigate in real-time? It can be challenging to manage shifts, exchange information, and handle workloads effectively.

What is Shift Management?

Shift management is the organization of the unit’s daily routine to ensure efficiency and the production of good intelligence. This requires:

Working according to a precise shift management plan.
Attention.
Flexibility.

With the right strategies, you can streamline shift management and create a more efficient and harmonious work environment for your team. Here are some essential guidelines:

Team Structure

The team’s structure affects how shifts are managed. Teams can be divided by discipline (e.g., OSINT, SIGINT, report writing) or by subject (e.g., field operations, anti-fraud, crime prevention).

Responsibilities

Define team members’ roles in several situations:

Routine
Operation
Event (Emergency)

Ensure flexibility by defining at least two responsibilities for each analyst.

Example: John, an OSINT analyst focusing on money-laundering investigations, and Lucy, a SIGINT analyst focusing on terror investigations, are both knowledgeable enough to assist in planned operations and urgent situations.

Work Hours

Defining the work hours and shift switching times should be based on:

Targets’ activity
- When are my targets of interest most active in the medium in which I can monitor them?
Team’s resources (time and money)
- How many team members are available at a given time? - - Is a night-time shift more costly for the organization?
Urgency of intelligence products
- When questions arise from stakeholders and decision makers, how fast do we need to address them.

Communication & Consistency

Establish clear and consistent communication channels:
A contact list with phone and email details of clients, team leaders, technicians, and other analysts.
Written protocols for uncertain situations to prevent mistakes and improve the intelligence process. These protocols include:

- Instructions for urgent material and events.
- How to define the secrecy of confidential content.
- How to deal with technical issues.
- Code words for confidential phone and text communication, if applicable.

Balance Workload

Avoid overburdening a single team member with excessive tasks:

Distribute workloads evenly across shifts.
Implement policies for short, frequent breaks to maintain productivity and allow time to recharge.
Use analytics to forecast peak times and adjust staffing levels accordingly.

Define Event Procedure

An event procedure defines how the unit will work during an out-of-routine mission, such as an emergency. It includes:

Extension of the protocols and contacts.
Shortened report times.
Larger workforce.
Reporting by phone.

Define “Offline” Shifts

“Offline” shifts give analysts time to tackle their task backlog, focusing on tasks that aren't urgent but are still important. Examples of “offline” tasks include updating and organizing folders and databases, archiving old items, developing new data sources, and analyzing performance. Scheduling these shifts when the workload isn't high can help improve overall team efficiency.

Now that we've covered the general guidelines, let's dive into some best practices for ensuring smooth shift operations:

Best Practices for Shift Flow

Beginning of Shift

Briefing: Inform the team about the latest events related to their work.
Updates: Analysts read reports related to their missions to stay updated.
Technical issues: Analysts need to know the status of any computer or system issues.
Prioritization: Managers inform analysts of changes in priorities, following client requests and special events.

Throughout the Shift

Use investigation software to track missions and targets according to priorities and deadlines.
Record everything in detail while you investigate (ideally in the same software).
Maintain an organized task list while expecting possible incoming missions.
Use calm shifts with free time to work on “offline” projects.
Collaborate with co-workers, request feedback, and share insights.

End of Shift

Complete any ongoing intelligence items before leaving.
Update the next analyst on the day’s work during shift changes.
Leave the shift organized with all information clearly written for the next analyst.

Conclusion

Effective shift management is key to maintaining a productive and motivated analyst team. By following these guidelines, managers can create a balanced and efficient work environment that supports both the team’s and the organization’s goals. Prioritizing clear communication, flexible scheduling, balanced workloads, and employee well-being can lead to sustained success and a happier, more productive workforce.

Find out how Falkor's platform can help you manage your analyst team.

Request a demo