Bent Out of Shape

Moving from behind the wheel and into the back seat office takes technical know-how, planning, and careful execution — but it's an investment that is worthwhile for both the employer and the claim adjuster.

What's Wrong with the Front Seat?

Some commuters do things while driving that becomes the highlight of late-night television comedy monologues. For example, they eat cereal from a bowl with milk slopping over the sides as they drive down the freeway, guiding the steering wheel with their knees. Some read the newspaper while waiting in traffic. Some outraged drivers have even reported seeing men shaving or women applying eye makeup, all while navigating a 2,500 lb. vehicle through crowded freeways and jammed city streets.

No one would argue that these practices are safe. But even routine activities put the driver at risk. The National Highway Traffic Safety Administration reports that 25 percent of crashes are caused by distracted drivers and, at any time in the United States, 10 percent of the driving population is making or receiving a phone call while driving.

In fact, two professors at the University of Utah concluded in a study that using a cell phone while driving is potentially more dangerous than drunk driving. Their study found that drivers with a blood-alcohol level of .08 brake harder and faster than non-impaired drivers. In gathering their statistics, the professors had drivers use a simulator to follow a pace car that braked intermittently. Three out of the 40 participants rear-ended the pace car — all of them while using cell phones. The obvious conclusion is that working while behind the driver's wheel is a bad idea.

When claim adjusters pull off the highway and park to tackle some paperwork or gain access to their online network, though, they are still at risk. For instance, let's start with the claim adjuster's back. When a person sits, the normal curvature of the lower back flattens, increasing the pressure on the disks of the spine by 150 percent. Now imagine a laptop on the passenger seat next to the driver, or even on an elevated surface sitting on that seat. The claim adjuster has to twist to use the laptop, increasing the axial rotation and pressure already on his backbone. This introduces shear forces that the spine is not well-designed to support. Typing at an incorrect angle increases pressure on the wrists, and viewing a computer screen at an inappropriate height increases neck strain.

Some drivers avoid the twisting position by pushing their seat back and placing the laptop so that it balances on the steering wheel or is jammed between the wheel and their laps. Either way, the keyboard and screen are rarely in a position that is optimal for the wrists or neck during typing or looking at the screen. Both can become strained very quickly, limiting the amount of work that can be accomplished.

Move to the passenger seat and things get a little bit better. This eliminates the twisting position, but there still is not enough room or the right surface to properly position a laptop for correct, ergonomic use.

Using a laptop is not the only challenge. From the front seat, there is no ergonomically satisfying way to reach a printer or fax machine installed in the backseat. In addition, all of this equipment, if not strapped securely in place, can become a dangerous projectile in the event of an accident.

Moving to the Backseat

Now imagine having a section of a car that is modified to provide one or more solid work surfaces, each adjustable to the correct height and designed to provide all the work equipment — laptop, printers, fax machine — within easy reach. All of this can be achieved with the right modifications, but there would still be some issues to address.

Glare and brilliant reflections from sunlight are major issues for drivers. Whether the sun is coming into the claims adjuster's eyes or simply flooding the car with reflected light, working on computers and reading documents in the presence of glare is uncomfortable and adds eyestrain to the challenges an adjuster faces in getting work done. Tinted windows are one solution, but laws vary about the degree to which windows can be shaded. Once the claim adjuster is aware of the problem, there are even easier solutions at hand: Park in the shade of a tree or in a covered garage.

Ironically, insufficient light is as big a problem as glare. When reading the small print often involved in filling out forms, workers usually find that the overhead dome bulb in most cars does not provide sufficient light. Instead, they need the same type of directed task lighting fixture that they would have in an office cubicle.

A third issue is weather. A dedicated heater or air conditioner draws too much power to run while the car is turned off, and running the car solely for warmth or cooling wastes energy and pollutes the environment. Finding shade in the summer or an enclosed garage in the winter may be a car-bound worker's best option.

The Right Fit

An important step in the process of designing an effective car/office workspace is to assess the specific needs of the claim adjuster, the environment they work in, and any special aspects of their job. What is right for one company to install may not be the best answer for another company. Nonetheless, here is one package that proved workable for one company's claim adjusters:

Vehicle - Suitable vehicle options for incorporating an effective car/office workspace include a large sedan with a spacious backseat, a minivan, or an SUV. One vehicle that provides optimum space for both a workstation and carrying the equipment that claim adjusters sometimes need is the Chevy Uplander, a small SUV (204 inches long, 72 inches wide and 72 inches high). The middle row can be converted into an office, while the back area can be encaged to carry equipment.

Head Clearance – Because of the wide variation in body types, it's important to plan for people ranging from the 5th percentile in women (5 feet tall) to the 95th percentile in men (6 feet 3 inches). While work surfaces can be adjusted, head clearance when a person is seated is particularly important. The Uplander provides 38.9 inches of space in the middle row of seats, enough to accommodate the 95th percentile male, who needs 36.54 inches of head space.

Workstation – Although a variety of vendors offer equipment for car offices, Ergonomic Solutions, Inc., in Illinois has a proven track record with the insurance claim industry. Their products include a small filing cabinet, a work surface for writing documents, and space for printers and other equipment. Because their workstation is anchored in place similar to a baby car seat, the installation is minimally invasive. Most of the evidence of retrofitting can be removed so the car retains its resale value and the equipment can be reused in another vehicle.

Computer Shelf - An adjustable computer shelf installed on the back of the driver's seat allows the claims adjuster to bring the laptop to the right height while seated in the second row. It also provides the flexibility to do some quick work while standing outside the vehicle – reducing pressure on the back and providing some needed change in body posture.

The life of a claim adjuster is already challenging. It involves constant road travel, serving as the frontline contact with customers, and observing tragedies that affect peoples' lives. When it comes to making their work easier and safer, the option of creating a comfortable "office on wheels" is something every company should explore.

James East is a senior ergonomics consultant for Travelers and a certified professional ergonomist. He can be reached at jeast@travelers.com.