On-Call Schedule

What is an on-call job?

An on-call job means an employee may be required to work at any time of day or week. As the name suggests, they may be called into the workplace at a moment’s notice. In contrast to traditional part-time or full-time jobs, on-call jobs don’t always follow a fixed schedule.

If an employee is on call, they must be able to make themselves available and show up for work as quickly as possible when they receive a call. So, even when they’re not at work, company policy means those scheduled to be on call must be able to access their workstation within a specified timeframe. This might mean they’re not allowed to leave their local area or turn off their phone.

On-call jobs usually include time-sensitive elements and, depending on the nature of the position, the employee may be expected to perform their regular job duties or cover emergencies.

Jobs that require on-call schedules can vary from medical professionals to software engineers tasked with keeping online services operating.

How do on-call jobs work?

While on-call jobs can be found in a wide variety of sectors, the core basics don’t change, whether the employee works in retail or the rescue department.

However, there are some key differences in the ways on-call jobs work depending on the position and the type of work being done:

• On call at work—These roles require employees to return to the workplace if there’s an emergency, whether it’s an office, a hospital, or an electrical station
• On call at home—These roles mean that employees are still required to work in an emergency but it may be possible to carry out the work from home. This scenario also offers the greatest flexibility, provided all the employee needs to work is their laptop or phone
• On call hybrid—Often dictated by the reason they’re called, hybrid workers are able to work from both home and the workplace. In some scenarios, they may begin working at home only to move into the workplace as situations develop.

Whatever the set-up, employees have to be available to work during their period of being on call. They have to be accessible, whether by call or message, and must be willing to respond with little to no warning.

Typically, employees will be compensated with additional pay for being on stand-by and then be given further pay if they’re called on to work.

How are people paid for being on call?

The way employees are compensated can vary depending on the industry and the employer. However, there are some common methods, such as:

• Stand-by pay: This is where employees are compensated for being on call, regardless of whether they actually have to work additional hours. This makes up for not being able to fully “switch off” and limiting what employees can do in their free time.
• Call back-pay: Given when an employee is called on, call back-pay is paid by the hour but is typically a better rate than normal to account for the out-of-hours nature of the work.
• Hourly rate: This is where employees are given a set rate of pay across all they do, whether during a normal working day or when working on call. This is more common in roles where being on call is an expected part of the schedule.

Which industries typically offer on-call scheduling?

Many people associate on-call rotation scheduling with professions in the medical industry (such as doctors, nurses, veterinarians), but several other fields also require on-call work. Some industry examples include:

• Journalism: Commonly required when big stories break or new information comes to light.
• Retail, hospitality, and customer service: Can be required if employees call in sick, where other staff are needed to cover a shift.
• Building maintenance and trades (e.g. plumbers and electricians): Can be called on to deal with urgent building issues such as leaks, broken locks, or power cuts.
• Information technology: Often required when services fail, whether it’s a website going down or infrastructure complications.
• Public safety (e.g. EMTs and firefighters): Regularly called on in large-scale or complex emergencies.

How to design a fair on-call job schedule template

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 on- call schedule template:

Identify on-call hours

Determine when your organization needs on-call coverage. For example, restaurants may need an on-call rotation schedule for lunch and dinner rushes. On the other hand, hospitals operate 24 hours a day, so certain positions may be on call at any point.

Determine on-call staffing needs and qualified employees

On-call employees typically have specific skill sets that may be needed at 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 whether they can work on-call shifts. Some employees may have limited availability due to other professional or personal commitments. So, if you’re introducing an on-call schedule, check the template works for everyone.

Set parameters

What on-call coverage entails varies across organizations, so make sure you go over these details with employees:

• Location: Specify if employees need to stay within a certain radius of the workplace, and how long they have to get to the workplace once called in.
• Response time: Set expectations for how quickly employees should respond to calls.
• Activities: Clarify whether employees can engage in personal activities while on call.
• 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.

5. 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 with the on-call rotation schedule can improve employee satisfaction and prevent burnout.

6. 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 required.

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 of 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. Many workplaces have to implement on-call scheduling as a matter of policy—being upfront and honest when hiring and onboarding means you can address both the pros and cons early on.

Benefits

Some benefits include:

• Flexible coverage: Having employees on call allows your company to ensure 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. This 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’re on an on-call schedule. Having restrictions on their personal life can lead to job dissatisfaction and higher turnover.