- Professional Villain Era
- Posts
- Issue 52
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Table of Contents
Opening Salvo
I learned early in my career that when work lacks clarity, people burn out fast.
In the call centers I worked in (three total from ages 17- 24) , everyone had defined tasks. Answer the call. Resolve the issue. Document the outcome. But even with clear responsibilities, management piled on new expectations without changing the rules of the game. Metrics became the north star, and people carried extra tasks, none of which were in their job description, and none connected to goals or recognition.”
People leave when their jobs change constantly without acknowledgment or support.
That’s role bloat. And it’s not limited to call centers. It shows up in every industry, draining energy, blurring accountability, and creating a disconnect between what people are told they’re hired to do and what they’re actually doing.
Practical Personas (with a tinge of hyperbole)
The Task Collector: They keep adding responsibilities without removing anything. Employees feel like they’re juggling ten jobs with no end in sight.
The Accidental Generalist: A dependable employee who becomes the “catch-all.” They’re praised for flexibility, but their career trajectory stalls under unrelated tasks.
The Strategic Calibrator: Reviews roles regularly, clarifies expectations, and aligns added responsibilities with strategy. Their employees know how their work connects to business goals.
Ask Yourself:
Do job descriptions reflect reality, or just old assumptions?
Are managers clarifying priorities when new tasks emerge?
Is additional work being recognized, rewarded, or just absorbed?
Clarity creates structure that makes growth possible.
Did You See This?
From Grant to License: A Playbook for Skilled-Trades Capacity
Massachusetts pulled two practical levers to grow licensed talent where demand is highest. The state awarded $24.2 million in Career Technical Initiative implementation grants to 23 school districts to train 2,490 people for high-demand roles, and it approved C&W Services to sponsor a state-recognized apprenticeship in HVAC/R and electrical trades. Together, these moves convert budget and policy into a licensed pipeline for essential work.
The governor’s office said the $24.2 million round expands adult career and technical training across trades, construction, and manufacturing, with a separate planning grant to design future programs. Since launch, CTI has helped 2,360 people secure jobs out of 3,150 who completed training, according to the announcement.
Massachusetts’ Executive Office of Labor and Workforce Development approved C&W Services to sponsor apprentices, with an inaugural cohort of 16 in HVAC/R and electrical. The program creates a pathway to state licensure through classroom instruction, on-site mentorship, and on-the-job training. Tracks run three years for HVAC/R or four years for electrical, and participants must obtain a DAS Apprentice Card and a Refrigeration Apprentice license to accrue hours toward licensure.
Officials framed the approach as a response to persistent skilled-trades shortages, and the sponsor status gives the employer an internal route to grow licensed talent and standardize service delivery.
Turn this model into an operating plan:
Map demand to licensure. Identify roles with chronic vacancies and list the required licenses, hours, and exam milestones for each.
Leverage public programs. Partner with CTI-style providers for adult training seats tied to local openings, and pursue planning grants where available.
Become or join a sponsor. Apply for apprenticeship sponsor status or partner with an approved sponsor to formalize on-the-job training and classroom instruction.
Design cohorts with finish lines. Align three- or four-year tracks to licensure requirements, register hours, and assign mentors who can certify competencies.
Measure placement and retention. Track completions, time to licensure, and site-level performance to compound results over successive cohorts.
Run one pipeline from grant to classroom to apprentice card to license, then repeat until the backlog breaks.
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Talent Management 101 (TM101)
Role Clarity vs. Role Bloat
Role clarity is when employees know their responsibilities, how success is measured, and how their work ties to broader goals. Role bloat happens when responsibilities pile up without boundaries or alignment.
Why Role Clarity Matters:
Builds trust through honest expectations
Improves focus and reduces wasted effort
Creates fair systems for performance and promotion
What Role Bloat Looks Like (Call Center Example):
Frontline staff judged on call times while also expected to train peers, troubleshoot system issues, and absorb escalations.
Employees pulled into side projects without relief from their daily volume.
Recognition and pay tied only to original metrics, not added responsibilities.
What to Change and How:
Audit roles: Compare actual responsibilities with job descriptions quarterly.
Prioritize: Distinguish between core work and temporary stretch projects.
Align rewards: Compensate employees fairly for additional, sustained responsibilities.
Clarify growth: Connect added tasks to skill development and advancement.
When roles balloon unchecked, the best employees are the first to burn out. Clear roles and fair recognition protect both organizational credibility and employee energy.
The Plug
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