Last-minute resource requests? Stay calm and strategic with rapid-response tactics, smart buffers, and clearer “emergency” rules.
Last-minute or unexpected requests are a fact of life in resource management. After 20+ webinars with resource management industry experts, one question keeps coming up from the audience: How do I handle them?
Handling last-minute resource requests well requires a blend of preparation, communication, and strategic thinking. In our recent webinar Resource Management Lessons to Take into 2026, industry leaders Gary Ward and Jennifer Wong shared advice you can act on immediately.
Flexibility doesn’t have to be chaotic. Gary Ward suggests formalizing how teams respond to urgent needs:
What my brain goes to is dedicated pockets of time, or even a rapid response team. They still have their day job, but there’s a group of people you can pull together very, very quickly. – Gary Ward
Whether it’s designated time blocks or a rotating response group, structure ensures speed without constant disruption.
Not every urgent request deserves emergency treatment. Without clear definitions, teams can find themselves constantly reacting instead of planning.
As Jennifer Wong explains:
You need to have a common understanding or common ground rules with the leadership team as well – what constitutes an emergency before really doing anything about it.” – Jennifer Wong
Align early with leadership on what qualifies as an emergency, what doesn’t, and how each should be handled. This shared definition sets expectations and prevents unnecessary escalation.
True emergencies happen, and planning for them means avoiding 100% utilization.
Jennifer recommends building in a buffer:
You can’t plan around 100% capacity, there’s always some sort of a bench for these one-offs. But you obviously don’t want these one-offs to become the norm.” – Jennifer Wong
A small, intentional capacity cushion allows teams to absorb surprises without overloading staff or sacrificing quality.
Related: What is a Resource Request Workflow & How to Improve it
When last-minute requests arise, conversation matters. Transparency builds trust and opens the door to better solutions.
As Jennifer notes:
Conversation is still very important, being really upfront and visible about the challenges, and having alternative options as well. – Jennifer Wong
Clear communication about trade-offs helps stakeholders understand constraints and consider smarter alternatives.
If exceptions become routine, strategy suffers. Gary warns:
You have to protect that space for strategy. If you get overrun with ad hoc things, you’ve lost the ability to plan for the future, and you’re just kicking a can down the road. – Gary Ward
Periodic check-ins with leadership help reset expectations, reinforce priorities, and prevent short-term urgency from crowding out long-term planning.
By putting these principles into practice, resource managers can stay responsive without becoming reactive - keeping teams resilient, focused, and ready for whatever comes next.
Jenna Lemmon from EisnerAmper, our previous webinar guest, manages last-minute resource requests by first limiting uncertainty through strong scheduling hygiene - keeping schedules, time entry, and effort estimates accurate so surprises happen less often. When changes do come up (like scope shifts or client delays), she can pivot quickly by using placeholders in Runn to hold planned work and then searching by skills or title to find the right replacement, letting resource managers focus on the exceptions instead of constantly chasing availability.
