Imagine one member of your staff is totally overworked, gets emotionally stressed out and sometimes ends up with migraine headaches. She is the only person working on a large project. She had complained to her former manager about her situation, and the manager's response was that she was "fine" the way she was.
What does that mean? Does that mean that the manager was happy that she is stressed and sick from trying to complete her daily duties? Or with her not being able to complete her daily duties because there was simply too much to juggle? Customers would not be terribly impressed with this.
If a member of your team trusts you enough to tell you about a job problem, believe them. If they say they are exhausted, overworked, and need a more full-time assistant, consider it. Granted, make sure they can show that people are calling their group complaining that their inquiries are not being addressed in a timely manner.
Anybody looking objectively at the situation would find that this employee has been doing the best she can. What is required of this person simply demands more time than they can allocate to it on any given day. This will in all likelihood mean that they are almost always behind, or working late nights and one day per weekend, just to make due.
It's your job to fix this. You should at this point:
- Find an assistant
- Eliminate their other less important duties and relocate them to another department, allowing them to stay focused on the higher priority project.
If you wait until your employee burns out and quits, you could be left without anyone taking care of this person’s responsibilities. Having nobody around to train the next person is also problematic. Granted, there are the employees who simply love to complain. However, when your staff comes to you with a genuine problem implying that their job satisfaction, if not their personal well being, are on the line, be very certain to pay attention and do something to remedy this.