FICTIONAL TRAINING FILE - The City of Fernhollow, its staff, residents and data are invented for the CPS HR Microsoft 365 Copilot workshop. Do not use real work data.

STAFFING AND WORKLOAD NOTE
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From: Priya Halvorsen, Unit Supervisor · September 30, 2026

Resident Services has 22 authorized positions; 4 are vacant as of September 30, 2026. Two recruitments are open.
In my staff interviews, intake staff estimated that 'about a quarter' of requests are sent to the wrong unit first. This is lower than the 31 percent in the executive brief sample; the two were measured differently.
If a triage step is piloted, it would likely need two trained staff per shift, which may not be possible until vacancies are filled.
Recommendation: start the pilot in one or two units only.