HOME & COMMUNITY Policy No.:HR-11-10
SUPPORT SERVICES Date: 03/08
-©-OF GREY-BRUCE-©- Revised: July 2015
Page: 2 of 2
SECTION: HUMAN RESOURCES
TOPIC: RESPONDING TO AFTER HOURS EMERGENCY
POLICY TITLE: SCHEDULED ON -CALL RESPONSE
PURPOSE:
The scheduled on-call designate will provide an immediate live response to urgent queries from volunteer drivers providing transportation outside of regular office hours, urgent questions from employees working outside of regular office hours, as well as volunteer and client issues relating to Meals on Wheels or Day Away which arise after 4:30 p.m., or on weekends or holidays when other staff is not available; this position will not deal with after-hours requests for booking transportation. The person on-call will carry a cell-phone provided by the agency and resolves issues within the parameters of this list of responsibilities or, immediately contacts a member of the Management Team when necessary. This responsibility will rotate among qualified, incumbent staff (Team Clerks, MGB Schedulers, Team Leaders) and they will report to their regular supervisor in regard to any additional responsibilities incurred when on-call.
DUTIES AND RESPONSIBILITIES:
This person will carry a cell-phone provided by the agency and insures it is turned on and working during hours the office is closed. They will insure they have their HCSS lap-top computer so they can access an updated copy of scheduled transportation destinations, Meals on Wheels clients, drivers and all contact numbers. This position is also responsible for ensuring the security of all personal client information in accordance with HCSS policies. The period of coverage will extend from 4:30 pm on Friday to 8:30 am the following Friday and will be scheduled in advance. This coverage will not be provided during regular office hours (Mon. – Fri. 8:30 am - 4:30 pm) with the exception of statutory holidays and when offices are not staffed due to inclement weather. The on-call response position will provide coverage during these times. If time spent resolving issues exceeds one hour cumulative time from 4:30 p.m. Friday to 4:30 p.m. Friday the on-call person will be paid for a minimum of three hours of their regular hourly rate or, actual time worked if it exceeds three hours. The hourly rate would be in addition to the $50.00 weekly rate for being on-call.
Key Responsibilities:
· Ensure they have the on-call phone and their HCSS lap top prior to 4:30 p.m. on the Friday they are scheduled to be on call;
· Ensure they update their list of booked rides, clients/volunteers and Meals on Wheels delivery schedule for each day they are on-call;
· Immediately call the designated member of the management team in the event of a volunteer driver accident, serious illness or injury involving a client or volunteer, Meals on Wheels client not home and no response from contact number;
· Immediately call the designated member of the management team in the event of a staff member requiring timely assistance or direction beyond the parameters of this policy;
· Prepare and forward the appropriate lists of drivers and clients, etc. for the person who is releasing you of the on-call responsibility by noon on the Friday;
Responsibility for Record Keeping:
· Record their on-call period on their regular timesheet
· Record all calls and actions taken and time spent resolving issues on form # ADM-9 and forward to the appropriate staff member by the next working day;
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