On-Call Staff
Job Summary
The On-Call Staff plays a vital role in supporting Total Care Connections by ensuring continuity of care through timely staffing solutions, responsive communication, and effective problem-solving. This position supports caregivers and clients by managing urgent scheduling needs, responding to after-hours concerns, and coordinating coverage for open shifts. The On-Call Staff serves as a key support resource outside of standard business hours to help ensure clients receive uninterrupted care and caregivers have the guidance needed to complete their shifts successfully.
Essential Duties and Responsibilities
On-Call Communication and Responsiveness
- Respond to incoming phone calls and text messages from caregivers, clients, and internal staff in a professional and timely manner
- Provide after-hours support to address urgent staffing concerns and ensure continuity of care
- Communicate clearly and professionally while maintaining appropriate boundaries and confidentiality
Overnight On-Call Coverage Expectations
When scheduled for overnight on-call coverage, the employee is expected to remain available and actively monitor communications throughout the assigned on-call shift.
Availability Requirements
- Must be reachable by phone and text for the full duration of the assigned on-call shift
- Must have reliable access to a working phone, internet, and all required systems
- Must remain able to make timely decisions and take action to resolve urgent staffing needs
Recommended Response Time Standards
- Missed shift / caregiver no-show: respond within 5–10 minutes
- Urgent staffing issue or client/caregiver concern impacting service delivery: respond within 10 minutes
- Non-urgent messages or routine updates: respond within 30 minutes, or by the next business day when appropriate
Staffing and Shift Coverage
- Staff call-outs and fill open shifts as needed
- Coordinate coverage for emergency or unstaffed shifts
- Ensure staffing actions align with company policy and operational guidelines
Shift Monitoring and Support
- Manage red shifts in the assigned area by confirming caregiver attendance for any that occur after hours and once on-call hours start
- Contact caregivers to verify arrival and provide support with clock-in/clock-out as needed
- Coach caregivers through shift-related concerns, including scheduling questions and client-related issues
Scheduling Coordination
- Schedule caregivers with ongoing clients to meet both caregiver availability and client needs
- Process staffing changes requested by clients or caregivers accurately and promptly
Client and Caregiver Support
- Address client and caregiver concerns with professionalism and urgency
- Escalate complex issues or high-risk concerns to management when needed
- Maintain a calm and supportive approach during urgent or stressful situations
Documentation and Internal Communication
- Document all staffing actions, shift changes, call-outs, and outcomes in the ON-Call Documentation Sheet as they happen
- Communicate and tag appropriate updates in Slack for leadership and team awareness
- Ensure overnight on-call activity is documented thoroughly for next-day follow-up
Team Collaboration
- Attend and participate in weekly staff meetings
- Work collaboratively with the operations team to support staffing coverage and client satisfaction
- Perform other duties as assigned
Required Skills and Abilities
- Excellent customer service and interpersonal communication skills
- Strong organizational skills and attention to detail
- Proficiency with computers and ability to learn new technology systems
- Ability to work independently and make timely decisions during on-call shifts
- Ability to remain calm and professional in urgent or high-pressure situations
- Flexibility and ability to respond quickly to changing needs
- Strong problem-solving skills and sound judgment
Education and Experience
- Previous scheduling, staffing, customer service, or healthcare operations experience preferred
- Will train qualified applicants as needed
Physical Requirements
- Ability to sit for prolonged periods while working at a computer and using a phone
- Ability to respond to calls/texts and access scheduling systems during assigned on-call shifts