Purpose Statement

The Call Shift feature allows administrators and supervisors to quickly fill open vacancies on the Shift Board by automatically notifying eligible personnel based on customizable criteria. This streamlines the staffing process, reduces manual outreach, and ensures shifts are filled efficiently while maintaining qualification requirements and compliance standards.

Background Information

Call Shifts are automated notifications sent to qualified personnel when vacancies appear on the schedule. This feature is essential for maintaining proper staffing levels during unexpected absences, last-minute openings, or when additional coverage is needed. The system intelligently filters personnel based on qualifications, availability, groups, ranks, and rotations, ensuring only appropriate candidates receive the notification.

Common Use Cases:

• Filling sudden vacancies due to sick calls or emergencies
• Covering overtime shifts when primary personnel are unavailable
• Managing scheduled time off that creates staffing gaps
• Ensuring minimum staffing requirements are met for each shift

Required Permissions

To initiate a call shift, users must have the following permissions:

• Access Scheduling
• Access Shift Board
• Access Call Shifts 
• Add/Edit Personnel into Shift Board 
• Initiate Call Shift
• View Call Shift Rankings

Video

Step-by-Step Guide

1. Access the Shift Board

Navigate to Scheduling > Shift Board from the main menu.
 

2. Select the Vacancy

Click on the vacancy (open shift position) that needs to be filled on the Shift Board calendar.
 

3. Initiate the Call Shift

Hover over the Fill Vacancy button and select Initiate Call Shift from the dropdown menu.
 

4. Review Default Shift Details

The system automatically populates the Start Date/Time and End Date/Time based on the selected vacancy. These fields are locked and cannot be modified. However, you can adjust the Deadline Date/Time for when personnel must respond to the call shift offer.
 

5. Configure Position and Qualification Settings

• Add Additional Positions: If multiple vacancies exist for the same shift, you can add more positions to be filled simultaneously
• Change the Qualifier: Modify the required qualification/certification if needed (e.g., Paramedic, EMT-B, Driver, Officer)
   

6. Apply Advanced Filtering Options (Optional)

Click Advanced Options to further refine which personnel receive the call shift notification. You can filter by:

• Groups: Department groups, stations, or organizational units
• Ranks: Specific ranks (e.g., Firefighter, Lieutenant, Captain)
• Rotations: Shift rotations (e.g., A-Shift, B-Shift, C-Shift)
• Shifts: Specific shift assignments or schedules
• Districts: Geographic districts or response zones
• Include/Exclude Users: Manually add or remove specific individuals from the notification list
   

7. Set Up Tiered Call Shift (Optional)

If you want to automatically offer the shift to a backup qualifier group when the primary group doesn't accept:

1. Toggle On the tiered call shift option
2. Set a Deadline Date/Time for the primary qualifier group to respond
3. Select the Secondary Qualifier that should be contacted if no one accepts
4. Apply additional filters using Advanced Options if needed (Groups, Ranks, Rotations, Shifts, Districts)
    

This ensures shifts are filled even if the most qualified personnel aren't available.

8. Preview the Call Shift

Before sending, review the preview screen which displays:

• Summary: All shift details and criteria you've configured
• Eligible Personnel: Complete list of individuals who will receive the notification
• Excluded Personnel: List of individuals who were filtered out, with specific reasons (e.g., already scheduled, not qualified, on leave, excluded by administrator)

This preview helps verify you're contacting the right people before sending.
 

9. Send the Call Shift Notification

1. Type your custom message in the message field. Include relevant details such as:
   • Shift specifics or special requirements
   • Pay rate (overtime, regular, special rate)
   • Any additional information personnel should know
2. Click Send Now to immediately distribute the notification
    

10. Monitor Call Shift Status

After sending, you'll be automatically directed to the Call Shift History page for the notification you just created. Here you can:

• Track who has viewed the notification
• See who has accepted or declined
• Monitor response status in real-time
• Take additional action if needed
   

Best Practices

Do:

• Set realistic deadlines - Give personnel enough time to respond, typically 2-4 hours minimum for emergency call shifts
• Use tiered qualifications strategically - Set up backup tiers to maximize the chance of filling critical positions
• Craft clear messages - Include all relevant information (location, pay rate, special requirements) in your notification message
• Preview before sending - Always review the eligible personnel list to ensure you're contacting the right individuals
• Use advanced filters wisely - Narrow your search to appropriate groups/ranks to reduce notification fatigue
• Monitor the history page - Check response status regularly and follow up if necessary

Don't:

• Don't set unrealistic deadlines - Avoid deadlines that are too short for personnel to reasonably respond
• Don't overuse call shifts - Excessive notifications can lead to notification fatigue and reduced response rates
• Don't forget to exclude unavailable personnel - Use the exclude function for those on vacation, leave, or already committed
• Don't send without previewing - Skipping the preview can result in contacting inappropriate personnel
• Don't use vague qualifiers - Be specific about required certifications to ensure only qualified personnel respond

Common Mistakes to Avoid:

• Forgetting to switch from "Rotation By Default" to "Single Day" view
• Setting tiered deadlines too close together, not giving the first tier enough time to respond
• Not including pay rate information in the message, leading to confusion
• Failing to use advanced filters, resulting in unnecessary notifications to ineligible personnel

Troubleshooting & FAQs

Q: Why can't I see the "Initiate Call Shift" option? A: Ensure you're in "Single Day" view on the Shift Board. If your default is set to "Rotation By Default," switch views first. Also verify you have the required permissions.

Q: Why are the Start and End Date/Time fields locked? A: These fields automatically populate based on the vacancy you selected. They cannot be changed to ensure consistency with the scheduled shift. If you need different times, adjust the vacancy times before clicking initiate call shift.

Q: No one is responding to my call shift. What should I do? A: Check your deadline - it may be too short. Consider extending the deadline, increasing the pay rate, or expanding your filter criteria to include more personnel. You can also manually contact personnel as a backup.

Q: How do I know who received the notification? A: The Call Shift History page shows all personnel who were sent the notification, along with their response status (viewed, accepted, declined, no response).

Q: Can I cancel a call shift after sending it? A: Yes, you can cancel an active call shift from the Call Shift History page. However, notifications already sent cannot be "unsent" - personnel will receive a cancellation notice.

Q: Why are certain personnel showing as "excluded"? A: The preview shows exclusion reasons such as: already scheduled for that time, doesn't meet the qualifier requirements, manually excluded by you, on approved leave, or doesn't belong to the selected groups/ranks/rotations.

Q: What's the difference between tiered call shifts and just selecting multiple qualifiers? A: Tiered call shifts send notifications sequentially - the second tier only receives notifications if the first tier doesn't fill the position by the deadline. Selecting multiple qualifiers sends to everyone simultaneously.

Issue: Personnel aren't receiving notifications Solution: Verify that personnel have:

• Notification preferences enabled in their user profiles
• Valid contact information (phone number, email)
• The First Due mobile app installed (if using push notifications)
• Not opted out of call shift notifications