From crisis to prize:
How Vestland County reversed cleaning-staff absenteeism
Absenteeism in Vestland County’s cleaning division exceeded 15 percent following the merger of Hordaland and Sogn og Fjordane in January 2020. The centralisation of cleaning services for 43 upper-secondary schools under one department with 240 cleaners, led to feelings of uncertainty among employees. Additionally, the ageing workforce experienced increased musculoskeletal complaints.
A holistic turnaround: Introducing the Up Close programme
By spring 2021, absenteeism had reached a peak of 15 percent, and frustration was on the verge of leading to resignations. County leaders acknowledged that a single training course would not suffice; they required a partner to guide them through each step. In collaboration with Avonova, NAV Arbeidslivssenter, union representatives, and safety delegates, they initiated the “Up Close” programme, a comprehensive approach featuring individual interviews, leadership development, cultural and language workshops, and systematic absence follow-up.
Personalised interventions and expedited return to work
More than 50 one-on-one mapping conversations revealed underlying stress factors and personal challenges. New supervisors received coaching in empathetic dialogue, while practical adjustments such as ergonomic equipment and customised work tasks facilitated faster and safer employee returns. By addressing issues both at work and in the broader context of each cleaner’s life, the initiative successfully halved sick leave (reducing it to 8 percent) and elevated overall presence to an impressive 92 percent.
Collaboration and digital oversight
A key element in the programme's success was a tripartite partnership that ensured alignment among county management, occupational health services, and social partners. A unified digital platform collected data on incidents, resource usage, holiday planning, and recovery procedures, with automated alerts preventing minor issues from escalating into major disruptions. In recognition of these efforts, Vestland County Municipality was awarded the regional Work Environment Prize in September 2024 for its systematic, people-focused approach.
Rebuilding trust and fostering a sustainable culture
The current state of the cleaning department stands in stark contrast to its condition in 2021. Trust has been restored, communication flows effectively, and staff from newly certified cleaners to their managers are motivated and proud. Vestland’s experience demonstrates that sustainable change begins not with policies alone but by getting “up close” to people, understanding their needs, and integrating respect, support, and clear leadership into every aspect of the workday.
