Abstract:
A system and method for automating the performance of substitute fulfillment to assign a replacement worker to substitute for a worker during a temporary absence. Using a database of substitute fulfillment data, the system handles key functions of performing substitute fulfillment. Substitute fulfillment data is stored centrally in a database on a server at a common site for multiple organizations employing the substitute fulfillment system. The database includes worker data records and substitute data records. When an worker absence is indicated, the system searches the database to obtain a list of potential replacements for the absent worker. The system contacts potential replacements until one is found or until the list is exhausted. The system generates suitable reports and notifies organization personnel of any activity. The system relies on multiple communications channels to interact with client organizations, workers, and substitutes. The system may maintain data and perform substitute fulfillment across multiple organizations. The system stores and aggregates historical system operation data, and prepares reports and provides services using the historical data.

Description:
FIELD OF THE INVENTION 
     The present invention generally relates to systems and methods for human resources management. More particularly, the present invention relates to systems and methods for performing substitute fulfillment, including identifying acceptable substitute workers and confirming assignments of substitute workers in an organization. Still more particularly, the present invention relates to systems and methods for shifting the burden of performing substitute fulfillment away from affected organizations, for centralizing substitute fulfillment tasks, and for enhancing the efficacy and reliability of substitute fulfillment procedures. 
     BACKGROUND OF THE INVENTION 
     To date, location of a replacement to fill a temporary employee absence in an organization, a process referred to as “substitute fulfillment,” has generally been an unreliable, labor-intensive, often panic-driven, process. In any organization, the absence of a worker can have perceptible consequences throughout the workplace. The consequences of an employee absence will vary with the nature of the work environment and with the scope of the employee&#39;s position; other relevant factors may include, for example, upcoming deadlines and patterns of absenteeism in the particular organization. Those consequences may be immediate and drastic, as when an assembly line shuts down due to the absence of a critical worker on the line, or more attenuated and moderate, as when another employee is distracted from his primary task to answer telephones due to the absence of the office receptionist. In a typical case, those consequences may include diversion of management resources to address the consequences of the absence; delays in accomplishing projects in which the absentee has a role; displacement of other employees, who must fulfill the absentee&#39;s role, either by express assignment or in order to complete their own tasks; reduced productivity; fines levied against the organization, particularly if the absence impacts safety or other government-regulated aspects of the work environment; and, in an extreme but not uncommon case, the inability to complete the central task of the organization. 
     In the latter case, assignment of a substitute worker is imperative or “mission-critical”—without a substitute worker, the mission of the organization will not go forward—so filling the vacancy with a temporary replacement is the only acceptable alternative; in other cases, assignment of a substitute worker may not be mission-critical, but may nevertheless be a preferred policy in order to minimize the consequences of any absence. As a result, an upcoming absence may impact the workplace even before the absence period begins, as managers consider ways of compensating for the absence. Examples of work environments in which substitute fulfillment may be a mission-critical task include schools, emergency services, and manufacturing plants, particularly plants with an assembly-line operation. The replacement of an absent teacher with a substitute teacher is a commonly occurring example of a mission-critical substitute-fulfillment objective. 
     Thus, in an organization where a substitute is necessary or desired, when an employee notifies the organization that he will be absent, management must necessarily turn its attention to the substitute fulfillment task, or risk a noticeable reduction in the productivity of the organization or an inability to accomplish the business of the organization for the entire absence period. Although seemingly simple in concept, the substitute fulfillment task is non-trivial, requiring managers to devote significant time, effort and other resources, with no guarantee of success. Substitute fulfillment is complicated by the number of intermediate tasks that must be accomplished and constraints that must be satisfied to successfully realize a particular substitute fulfillment in a timely fashion. 
     The absent worker may, and usually does, provide notice of his impending absence less than a day, or even only several hours, before he is expected at work. Thus, management often enters the substitute fulfillment task with little time to carry it out; if the process is not automated in any aspect, then management must direct each step of the process. Once the absence, which may extend from only hours to several days, or even months, is known, management must typically identify the scope of the absentee worker&#39;s critical responsibilities and skills to establish criteria for identifying a suitable substitute and develop a substitution candidate profile. Typically, multiple substitution candidate profiles may be established, with more demanding requirements for ideal or preferred substitutes, and with less demanding, threshold requirements for merely acceptable substitutes. Once the appropriate qualifications for an acceptable substitute are established, management may consider potential replacements from a prepared list of candidates, or alternatively, management may identify potential candidates by some other means. Candidates may be regular employees of the affected workplace, for example, assembly line workers at a manufacturing plant who work different shifts from the absentee, or, persons from outside the workplace, for example, substitute teachers registered with a school district. 
     Management must then contact potential replacements, typically by telephone, and determine whether potential replacements are available and willing to work at the desired times in the desired position. Merely reaching potential substitutes may require several attempts. In the best case, management will eventually locate and assign an available substitute to cover the vacancy; in the worst case, management will be unable to find a substitute, despite having expended significant resources on the substitute fulfillment task. The substitute fulfillment task is substantially, but not wholly complete when the available substitute is assigned; typically, management performing the substitute fulfillment must then notify the appropriate persons that a substitute has been confirmed to facilitate inclusion of the substitute in the workplace. Due to the complexity of the substitute fulfillment task and the diversion of resources it entails, many workplaces may forego substitute fulfillment despite its desirability. 
     Substitute fulfillment is a routine practice in the education system, especially at the primary and secondary school levels. An example of substitute fulfillment for a high school teacher is provided herein as an accessible example and for reference. The substitute fulfillment task usually is triggered in a school when a teacher “calls in sick.” Depending on the degree to which substitute fulfillment is automated in the school or district, locating a substitute teacher may require the efforts of a principal or other administrator, as well as several support staff members. Once a teacher has called in sick or otherwise signaled his absence, perhaps the night before or even the morning of the absence, the responsible administrator must disrupt her schedule to focus on the substitute fulfillment task. If she is unable to find a substitute teacher, the operation of the class, the department, and even the whole school may be disrupted. For example, the affected classes may fall behind in their scheduled curricula, an administrator or other teachers may have to neglect their other duties to cover for the absentee, and the school may even be fined by the state for failing to provide an acceptable substitute teacher. 
     In order to perform the substitute fulfillment, generally, first, the administrator must determine which classes the absent teacher teaches and what skills are required of a replacement. In the education system context, state law may also regulate the minimal qualifications for a substitute teacher, both in general and for the specific type of position that must be filled. Thus, if an absent teacher is a high school science teacher who teaches AP Physics and basic chemistry, a replacement may be required not only to have a college degree but also specifically to have pursued college-level classes in both subjects. The administrator then typically identifies acceptable substitutes from the substitutes registered with the school district. The administrator then telephones potential substitutes to check their availability and willingness to take on the assignment. Sometimes she may have to telephone an individual substitute several times to speak with him and obtain a response. If she locates and confirms a substitute, she may then have to inform the relevant department head or other teachers and to complete paperwork to process the substitute assignment. 
     At present, computer systems for supporting substitute fulfillment are known in the education field. Individual schools in a school district typically share a single such system installed at the school district level. Typical system equipment includes at least one dedicated computer, combined with specialized telephony equipment, including multiple phone lines, and other equipment. The equipment is expensive and set-up of the substitute fulfillment system may be technically demanding. A school district must invest in equipment adequate to handle its anticipated volume of use. In order to upgrade the system, often all of the equipment must be replaced, at substantial expense and annoyance. Such systems are sold by several vendors under the trade names SubFinder (CRS, Inc.), and Substitute Teacher Management System (TSSI). 
     In these automated systems, necessary information relating to teachers, substitution criteria, registered substitutes, etc. is entered and maintained in a database through software on the system at the school district level. Individual schools in the district access the system through a dial-up connection with a modem from a computer located at the school. School district personnel must receive absence notification and initiate and oversee the substitute fulfillment procedure with support from the system. Significant involvement by school district personnel and the system vendor may be required, including hardware and software support of the system. Thus, operation of the substitute fulfillment system by the individual schools may be technically demanding and require the presence of trained personnel. 
     In light of the mission-critical nature of the substitute fulfillment task in the education system, the reliability of the system is a key concern. At present, substitute fulfillment systems are not adequately reliable. Power failures and other catastrophic events may undermine the efficacy of systems operated at the school district level. Because all information is maintained locally at the school district level, system failures may result in partial or total data loss. Backup systems entail additional expense, often not within the budgets of school systems. 
     Present systems are inherently limited in their capabilities due to equipment limitations, access constraints, and operation requirements; thus, each district typically purchases and installs a system and independently handles its own substitute fulfillment using the purchased system. As a result of the decentralized nature of substitute fulfillment management in present systems, it is virtually impossible for school districts to share information and common substitute fulfillment resources. For the same reason, compilation or aggregation of data relating to substitute fulfillment across school districts is difficult and uncommon. All of the costs, responsibilities, disadvantages, and inconveniences of substitute fulfillment are typically borne exclusively and separately by individual school districts and schools. 
     Illustrated here with a particular example, these same considerations are generally applicable to any organization. Due to the mission-critical nature of the substitute fulfillment task, it is crucial that any equipment or method relating to substitute fulfillment be reliable and efficient. It is an advantage of the present invention to provide a reliable, efficient system and method of substitute fulfillment. It is a further advantage of the present invention to provide an automated substitute fulfillment system and method that has low overhead and requires little organization involvement or oversight. It is another advantage of the present invention to broaden the scope of system connectivity and to include an interface to the Internet. It is yet another advantage of the present invention to maintain a central database of substitute fulfillment related information and to share substitute fulfillment information across organizations. It is still another advantage of the present invention to provide trend analysis and reporting. An improved method of substitute fulfillment is useful to any organization that anticipates a need to assign replacement workers to fill temporary absences. 
     SUMMARY OF THE INVENTION 
     The present invention is directed to an automated system and method for performing substitute fulfillment for an organization that wishes to replace an employee during a temporary absence. Generally, at least one presently preferred embodiment of the present invention contemplates that a substitute fulfillment system includes a main server that manages substitute fulfillment for multiple client organizations. The server maintains substitute fulfillment data and other data centrally in a database for multiple client organizations employing the substitute fulfillment system. Organizations enter substitute fulfillment data locally at the organization and transmit the data to the server. An organization maintains its own parallel database on a local application. The system periodically sends updates to and receives updates from an organization&#39;s local database. In one preferred embodiment, an employee registers an absence and triggers the automated substitute fulfillment procedure by contacting the substitute fulfillment system. 
     In at least one preferred embodiment, the system contacts the organization with the absence information. Once an absence is registered, the substitute fulfillment system uses the database to identify potential substitutes based on preferences or criteria selected by the organization and other information. The system then contacts the identified potential substitutes to inquire regarding their availability. In a preferred embodiment, the system continues to contact potential substitutes until one is found or until the list is exhausted and all potential substitutes have refused the assignment. 
     If a substitute accepts the assignment, the system relays instructions, key information and messages from the worker to the substitute, if necessary. Whether or not a substitute is successfully assigned, the system contacts the organization and other desired update recipients to report on the result. In at least one preferred embodiment, the system relies on multiple communications channels to ensure reliability. 
     The system maintains data relating to all transactions and to each substitute fulfillment event. The data maintained by the system may be used for system optimization, substitute fulfillment maximization, and trend analysis. The data maintained by the system may be used for inter-organization analysis and substitute fulfillment. The system may generate additional reports related to specific substitute fulfillment tasks or based on historical data as desired. 
     Although this discussion focuses on environments in which substitute fulfillment is mission-critical, it is understood that it is substantially applicable to any environment in which substitute fulfillment is merely preferred over other methods or one of several methods utilized in addressing an employee absence, even if not critical. It is also understood that “workplace” or “organization” refers not only to more traditional work environments, but to any work environment amenable to substitute fulfillment, such as an employee unit that works cooperatively together within a larger organization, for example, an emergency services unit. 
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS 
     The present invention and its presently preferred embodiments will be better understood by way of reference to the detailed disclosure hereinbelow and to the accompanying drawings, wherein: 
     FIG. 1 is a block diagram showing a substitute fulfillment system in accordance with a preferred embodiment of the present invention. 
     FIG. 2 is a data flow diagram showing the exchange of information between various entities involved in substitute fulfillment performed in accordance with a preferred embodiment of the present invention. 
     FIG. 3 is a diagram showing an exemplary data structure of a worker record stored in accordance with a preferred embodiment of the present invention. 
     FIG. 4 is a diagram showing an exemplary data structure of a client record stored in accordance with a preferred embodiment of the present invention. 
     FIG. 5 is a diagram showing an exemplary data structure of a list of pick-lists generated in accordance with a preferred embodiment of the present invention. 
     FIG. 6 is a diagram showing an exemplary data structure of a school record stored in accordance with a preferred embodiment of the present invention. 
     FIG. 7 is a diagram showing an exemplary data structure of a county record stored in accordance with a preferred embodiment of the present invention. 
     FIG. 8 is a diagram showing an exemplary data structure of a district record stored in accordance with a preferred embodiment of the present invention. 
     FIG. 9 is a diagram showing an exemplary data structure of a user-preferences record stored in accordance with a preferred embodiment of the present invention. 
     FIG. 10 is a diagram showing a list of available reports selectable by a user in accordance with a preferred embodiment of the present invention. 
     FIG. 11 is a diagram showing an exemplary data structure for initial registration with a substitute fulfillment system in accordance with a preferred embodiment of the present. 
     FIG. 12 is a representation of exemplary reports generated in accordance with a preferred embodiment of the present invention. 
    
    
     DESCRIPTION OF THE PREFERRED EMBODIMENTS 
     There is generally indicated at  10  in FIG. 1 a block diagram of a substitute fulfillment system in accordance with a preferred embodiment of the present invention. The main components of substitute fulfillment system  10  are a communications and processing server  30 , connected to an Oracle™ server, or like database engine  34 , a web server  36 , and a report processing unit  38 , with multiple communication channels for clients, workers and potential replacements. Each unit or server may run on a separate computer or on the same computer as any of the other servers. The communications and processing server  30  manages the substitute fulfillment system  10 , including managing communications interfaces and processing substitute fulfillment events. The central communications and processing server  30  also maintains the substitute fulfillment database  34 , which contains data files with data records for multiple client organizations. The Oracle™ server maintains and stores the substitute fulfillment database. The Web Server manages and stores web pages accessible from the Internet. The Report Processing Unit generates data for the reporting requirements of the system. 
     The communications and processing server is connected to telephony hardware  32 . Telephony hardware  32  preferably includes multiple phone lines with a connection  40  to a public telephone network  44 . In a preferred embodiment, communications and processing server  30  is further connected to a router  29  with a connection  28  to the Internet, shown generally at  26 . Preferably, communications and processing server  30  maintains at least two interfaces, most preferably two World Wide Web interfaces, for access to the substitute fulfillment system  10  via the Internet  26 . The first such interface or web site is principally directed towards client organizations  56  such as, for example, school districts. The second such interface or web site is principally directed toward workers  18  and potential replacement workers  22 , such as, for example, teachers and substitute teachers. 
     FIG. 2 illustrates the flow of information in a preferred embodiment of the present invention. Maintaining the substitute fulfillment database and performing substitute fulfillment requires a periodic exchange of information between a client organization and the system; FIG. 2 illustrates a series of these steps. 
     A client organization  56  is required to have a computer  54  with Internet access  12 . The Internet access  12  is preferably through a direct connection, but may alternatively be through a dial-up connection. In a preferred embodiment of the present invention, a potential customer organization  56  initially accesses the substitute fulfillment system  10  through the client organization web site in step  62 . In step  70 , the potential customer organization  56  obtains a copy of an introductory software applet of the present invention by downloading it from the web site. Alternatively, the potential customer organization may receive a copy of the introductory software applet through a different medium, such as a CD-ROM. 
     In a preferred embodiment of the present invention, in step  64 , once the potential customer organization accesses the web site and requests the applet, the communications and processing server first sends the organization a registration “wizard.” The wizard presents a series of interfaces to guide the organization through the registration process. Referring now to FIG. 11, preferably, the registration wizard interface  250  requires that the organization submit identification  260  and billing information  258 , for use primarily if the organization  56  later decides to enroll as a client with the substitute fulfillment system  10 . In subsequent step  68 , the substitute fulfillment system  10  next presents and requires that the potential customer organization  56  agree to licensing terms. After the information is provided in step  66 , subsequently, the substitute fulfillment system  10  allows the organization  56  to download the applet to its own computer  54  in step  70 . 
     In a preferred embodiment, until the organization  56  registers as a client organization, the organization  56  is entitled only to a trial use of the substitute fulfillment system  10  and is able to access only limited functionality of the applet and the substitute fulfillment system  10 . For example, the organization  56  may only be able to use the applet to perform substitute fulfillment for a limited number of workers  18 . If the organization  56  has not registered as a customer organization within a certain period, for example, 30 days, the applet expires and the organization  56  must reinitiate the process. 
     In a preferred embodiment, the applet resides locally on the client&#39;s computer  54  and functions independently of the main server  30  for most of its functions; an Internet connection  12  need not be maintained to run the applet, nor need Internet communications software be open. The applet is primarily a data entry and reporting and Internet communications tool. Once the organization  56  has received the applet, in step  72 , the organization must enter data to initialize the applet and the substitute fulfillment system  10  for its use. In a preferred embodiment, the applet presents the client organization  56  with a series of forms to complete to build records which are key to substitute identification for each worker  18  or potential substitute  22 , as well as other records necessary for ancillary tasks. Examples of other records include general customer information and reporting preferences. The applet is preferably tailored to collect data needed to perform substitute fulfillment in the work environment of the organization. For example, if the customer is a school, the applet may be tailored to collect data related to teachers, such as education background, certifications, schedules, and course information. The forms preferably conform to the data records that will be maintained by the communications and processing server  30  in the database  34 . The applet may aid the client  56  in completing particular fields in the forms by providing drop-down lists with options for that field. There is shown in FIG. 5 a sample data structure  150  of a list of possible pick-lists that the applet may generate. For example, a drop-down list may provide a list of all courses taught at the school so that the client can select the classes taught by a particular teacher to fill in that teacher&#39;s record. The applet may also fill in certain fields for the client  56  automatically by drawing on information stored in other records. For example, referring to FIGS. 3 and 6, once a school has completed a school data record  166 , the applet may fill in the school contact information  176 ,  178 , and  180  for each teacher affiliated with a particular school. 
     When the initial data entry is complete, in step  74 , the customer instructs the applet to transmit the data to the communications and processing server  30  to initialize the system  10 . The applet communicates with the communications and processing server  30  via the Internet. The applet preferably transmits and receives data in compressed format. Subsequently, in step  88 , the applet routinely transmits updates of data stored in servers  34 ,  36  to the communications and processing server  10  on a schedule determined by the client  56  in step  74  and also when expressly directed to do so by the client  56  in step  74 . 
     Once the communications and processing server  30  has been initialized with an organization&#39;s information, the information can subsequently be updated using the applet. New information is entered in client&#39;s database using the applet. When the applet communicates with the communications and processing server  30 , the communications and processing server  30  automatically determines what information has been added or changed in the client&#39;s database since the last session and updates the same information in the central database  34 . Thus, all information entered into the applet resides on both the organization&#39;s computer  54  and in the substitute fulfillment database  34 . Similarly, when the applet communicates with the communicating and processing server  30 , the server  30  updates the applet regarding any activity that has occurred since the last communications session. 
     FIGS. 3-10 illustrate a few types of data records that may be maintained and utilized in the substitute fulfillment database, particularly for a client that is a school. The data records provided illustrate what types of information the substitute fulfillment system  10  requires and how that information would typically be organized. In a preferred embodiment, the information in the data records is provided to the substitute fulfillment system  10  through the applet. Referring now to FIG. 3, teacher and substitute information stored in a staff data record  90  may include: name  92 ; title  94 ; social security number  96 ; a personal identification number (PIN)  98 ; billing information for billing substitute fulfillment services involving that teacher  100 ; certifications of the teacher  102 ; a list of teachers preferred to substitute for the teacher, or, alternatively, a list of criteria for selecting an appropriate substitute for the teacher  104 ; schedule information, preferably through a pop-up calendar  106 , including work duties and absence information  108  (primarily for teachers) and availability  126  (primarily for substitutes); flags for special conditions  122 , such as special instructions for a substitute or messages from a teacher to a substitute; affiliation information  112 ; contact information for the teacher  116 ; organization contact information for who to contact if that teacher calls in an absence or a substitute fulfillment is performed  118 ; classroom location information  120 ; entitlement balances  124 , for how many absences (sick days, personal days, etc.) a teacher has left for the school year; and call time preferences  128  (primarily for substitutes). Referring now to FIG. 4, for record-keeping, billing, and administrative functions, the database may store a business data record  130  with fields such as: the billing address  132  of the customer organization, its mailing address  134 , billing contact  136 , emergency contacts  138 , phone numbers  140 , fax numbers  142 , electronic mail addresses  144 , and options selected  148 . It is understood that the fields shown are only representative of the fields that may be used within the scope of the present invention. Also, these fields may be further broken down into more specific subfields, for example, multiple mailing addresses or different emergency contacts for different times of day, week, month, or year. In this way, the substitute fulfillment system  10  maintains the information needed to perform substitute fulfillment for a particular organization  56 . Other possible records are shown in FIGS. 5-10, and include records for pick-list management  150 ; for school data  166 ; for county data  190 ; for district data  202 ; for client preferences  226 ; and for reporting schemes  230 . The records maintained in the main database of the system  10  are preferably stored on the Oracle™ server  34 . 
     Once the substitute fulfillment system  10  has been initialized, the system is ready to operate. No further specialized equipment need be set up at the local organization level. The substitute fulfillment operation is initiated when the system  10  identifies and schedules an absence in step  78 . In the preferred embodiment of the present invention, the system may be notified of an absence in several ways in step  78 . When a worker  18 ,  46  covered by the substitute fulfillment system  10  becomes aware of an absence, the worker  18 ,  46  may contact the communications and processing server  30  by telephone  48 , preferably through a toll-free number. Using keys on the standard telephone keypad, the worker  18 ,  46  identifies himself and enters the details of his pending absence. Alternatively, the worker  18 ,  46  may contact the communications and processing server  30  via the Internet  26 , possibly using a home-based computer  20 , through a worker web site which is preferably secure. In addition to providing information regarding his upcoming absence, the worker  18 ,  46  may also record or transmit a message directed to the substitute  22 . In one embodiment, if the worker  18 ,  46  notifies the organization  56 , rather than the system  10 , of the absence directly, the organization  56  may simply update its applet and connect to the communications and processing server  30 , which process will automatically update the communications and processing server database  34 , notify the substitute fulfillment system  10  of the absence, and trigger the substitute fulfillment process. 
     In step  80 , the substitute fulfillment system  10  distributes absence notifications to relevant client personnel  14 ,  50 , preferably on a regular basis at a time specified in advance by the client  56 . Referring now to FIG. 12, notifications may take the form of summary absence reports  276 . For example, the server  30  may transmit a summary absence report  276  for each work day at 5:00 p.m. on the previous day and again at 7:00 a.m. that day to selected client personnel. Summary absence reports  276  may be distributed by facsimile  52 , electronic mail  16 , or via the applet to any parties designated by the client  56  as “need-to-know” parties  14 ,  50  for all absences or for particular absences. Notification preferences are stored within the communications and processing server  30 . In a preferred embodiment, designated client personnel  14 ,  50  receive both an absence notification via electronic mail  16  as soon as the absence is registered and a summary absence report  276  via facsimile  52  at a pre-set time. Use of multiple communications channels builds additional reliability into the system  10 . 
     In step  81 , the substitute fulfillment system  10  identifies potential replacements  22  for the absent worker  18 ,  46 . The organization  56  typically has a pool of potential replacements  22  available to it. If the organization  56  has chosen to identify particular replacements  22  suitable for a particular worker  18 ,  46 , then the substitute fulfillment system  10  may simply locate that list. Alternatively, if the organization  56  has identified only qualifications or criteria for selecting an acceptable replacement  22  for a particular worker  18 ,  46 , then the substitute fulfillment system  10  may compile a list by searching for potential replacements with the requisite qualifications in a master list of replacements  22  available to the organization located in the database  34 . In a preferred embodiment, the substitute fulfillment system  10  may compile a list of preferred replacements and a back-up list of acceptable replacements. 
     In step  82 , the server  30  then contacts potential replacements  22 , preferably via telephone  32 ,  40 ,  42  and  44 , using interactive voice response technology that interfaces logically with callers, usually employing a set of pre-recorded prompts, a database, and dynamic selection criteria. Suitable equipment includes Dialogic™ Model D-41ESC and D-240 product lines. The substitute fulfillment system  10  will call qualified replacements  22  over a period of time until one of the qualified replacements accepts the substitute assignment in step  84  or the list of potential replacements  22  is exhausted. If multiple lists of potential replacements have been compiled, the substitute fulfillment system  10  will first search the list of preferred replacements before resorting to secondary lists. The client organization  56  may specify appropriate call times and other parameters for the Interactive Voice Response technology. 
     If a substitute  22  accepts the assignment, the server  30  may relay instructions from the organization  56  or messages from the absent worker  18  to the substitute. Referring now to FIG. 12, the substitute fulfillment system  10  then generates summary absentee reports  276 , summary substitute assignment reports  278 , call history reports  279 , and unfulfilled substitute assignment reports  280  with the details of any successful replacement, all calls made, and information regarding any vacancy that could not be filled. In step  86 , the server  30  distributes to organization personnel  14  designated for receipt of the reports. Clients  56  may specify different personnel distribution lists for various reports. Reports may be mailed electronically or faxed, or both by server  30 . 
     Because the applet is updated each time the communications and processing server  30  is accessed, the applet will typically contain an accurate history of system use and may also be used for local reporting and review of historic substitute fulfillment system operation data. In a preferred embodiment of the present invention, all desired transaction information, including all absence notifications, substitute requirements, substitute fulfillment attempts, substitute fulfillment successes and failures, web site accesses, employment searches by substitutes, etc., are stored in the database  34 . 
     In a preferred embodiment, using the information in the database  34 , the server  30  may also generate a listing of opportunities for replacement workers  22  and make the listing available through a web site interface. Replacement workers  22  may access the site and select an assignment. If the same assignment is currently being processed or waiting to be processed by the substitute fulfillment system&#39;s Interactive Voice Technology, then the assignment selection is recognized, further processing is halted, and appropriate reports generated. 
     The server  30  is capable of handling multiple clients  56  and multiple substitute fulfillment tasks simultaneously. Because the substitute fulfillment system  10  is centralized, services multiple customers  56 , and maintains a database  34 , including historical system use information, the substitute fulfillment system  10  of the present invention provides special opportunities to match substitutes across organizations  56 , to aggregate data and to review trends. In a preferred embodiment, the server  30  and database  34  track substitute fulfillment data globally, identify opportunities for inter-organization substitute referral or fulfillment, and report on substitute fulfillment needs and other trends. For example, the server  30  may identify substitute teachers registered in a district adjacent to a customer school district and inform the customer school district. In another example, the substitute fulfillment system may identify hot spots where substitutes with particular qualifications are in demand. 
     In a preferred embodiment, the substitute fulfillment system  10  has at least one offsite operational backup site. The communications and processing server and related equipment may also be supplied with a fossil-fuel powered generator for a back-up power supply. 
     If not otherwise stated herein, it may be assumed that all components, modes of communication, and/or processes described heretofore may, if appropriate, be considered to be interchangeable with similar components, modes of communication, and/or processes disclosed elsewhere in the specification, unless an express indication is made to the contrary. 
     Although the invention has been described in detail for the purpose of illustration, it is to be understood that such detail is solely for that purpose and that numerous modifications, alterations and changes can be made therein by those skilled in the art without departing from the spirit and scope of the invention except as it may be limited by the claims. All changes which come within the meaning and range of equivalency of the claims are to be embraced within their scope.