On Call Schedule

What Is an On Call Job?

In contrast to traditional part-time or full-time jobs, on call jobs don’t follow a fixed schedule. If an employee is on call, they must make themselves available for a window of time during which they can show up for work as quickly as possible when their manager calls.

Depending on the nature of the position, the employee may be expected to perform their regular job duties or cover emergencies.

Which Industries Typically Offer On Call Scheduling?

Many people associate on call scheduling with professions in the medical industry (e.g., doctors, nurses, veterinarians), but several other fields also offer on call work. Some industry examples include:

• Journalism
• Retail
• Building maintenance
• Customer service
• Information technology
• Public safety (e.g., EMTs and firefighters)
• Trades (e.g., plumbers and electricians)

How to Design a Fair On Call Job Schedule

A fair on call schedule should ensure your company has the coverage it needs while also protecting employees from burnout. Here are some factors to consider when creating a fair schedule:

Identify On Call Hours

Determine when your organization needs on call coverage. For example, restaurants may need on call coverage for lunch and dinner rushes. On the other hand, hospitals operate 24 hours a day, so certain positions may be on call in the middle of the night.

Determine On Call Staffing Needs and Qualified Employees

On call employees typically have specific skill sets that may be needed on short notice, so you likely won’t need on call coverage for each position within the organization. Figuring out what type of assistance you need outside of regular shifts will help you identify qualified employees.

Check In with Employees

Next, talk to the employees you’ve identified to see if they can work on call shifts and what hours they’d prefer. Some employees may have limited availability due to other professional or personal commitments.

Set Parameters

What on call coverage entails varies across organizations, so make sure your employees are all on the same page by going over these details:

• Location: Specify if employees need to stay on the premises or if they can stay home until they’re called in. Alternatively, ask them to stay within a certain radius of the office to ensure they can get there quickly.
• Response time: Set expectations for how quickly employees should respond to calls. This can also help determine what radius they should stay within.
• Activities: Clarify if employees can engage in personal activities while on call. If not, you’ll likely need to compensate them for restricting their personal lives during that time.
• Reasons for being called in: For efficiency, employees should only be called in for significant reasons. For more minor issues, consider having staff follow troubleshooting steps before contacting the on call employee or allowing the on call employee to talk the staff through the situation from home.

Fairly Assign On Call Shifts

If you have multiple on call employees, have them rotate shifts so one person isn’t always stuck working early in the morning or in the middle of the night, for example. This sense of fairness can improve employee satisfaction and prevent burnout.

Ask Employees for Feedback

Creating an on call schedule doesn’t have to be a one-and-done effort. Regularly check in with your employees to ensure the business’s and their work-life balance needs are met, making adjustments as needed.

For example, foster a supportive culture that encourages shift swapping or calling in backup if your primary on call employee is dealing with personal issues or emergencies. When employees feel supported, they’re more likely to return the favor and be there for their colleagues in the future.

Benefits and Drawbacks to On Call Schedules

On call schedules have pros and cons, so be sure to consider the whole picture when deciding if this model will be the best option for your organization.

Benefits

Some benefits include:

• Flexible coverage: Having employees on call allows your company to have the coverage when needed.
• Quicker response times: Since on call employees are required to stay either on the premises or within a certain radius of the organization, they’ll be able to tend to situations faster which can improve the patient or customer experience.
• Extra compensation for employees: If your company compensates on call time regardless, employees can earn additional pay without actually working. This model may increase job satisfaction for some people.

Drawbacks

Some drawbacks include:

• Additional costs: According to the Fair Labor Standards Act, compensation requirements vary across on call employment structures. However, if your on call employees are entitled to pay even if they don’t get called in, this will increase your business costs.
• Poor work-life balance: Even when on call employees aren’t technically working, it can still be stressful knowing they’ll have to come in at the drop of a hat. Having restrictions on their personal life can lead to job dissatisfaction and higher turnover.