Purpose Statement

The Call Shift feature enables administrators and supervisors to quickly fill open shifts by automatically contacting qualified personnel in priority order. This tool streamlines the process of finding coverage for vacant positions, reduces manual phone calls, and ensures shifts are filled efficiently while respecting personnel qualifications and availability preferences.

Background Information

Call Shifts are an automated notification system that sequentially contacts eligible personnel when staffing coverage is needed. The system uses configurable wait times to move through your roster until someone accepts the shift, eliminating the need for manual phone trees and ensuring rapid response to staffing shortages.

Common Use Cases:

• Filling unexpected vacancies due to sick calls or emergencies
• Covering shifts during high-demand periods
• Maintaining minimum staffing requirements
• Offering overtime opportunities in a fair, sequential manner

Key Benefits:

• Automated sequential notification eliminates manual calling
• Configurable qualifiers ensure only appropriate personnel are contacted
• Tiered priority system respects seniority and preferences
• Real-time tracking shows response status and contact methods
• Deadline management prevents last-minute staffing gaps

Prerequisites:

• Personnel must have contact preferences configured in their profiles
• Qualifiers (certifications, ranks, groups) must be properly assigned
• Personnel availability calendars should be maintained for optimal results

Required Permissions

The following permissions are required to create and manage call shifts:

Essential Permissions:

• Initiate Call Shifts - Required to start a call shift from both the shift board and the call shift menu
• Access Call Shifts - Required to access the call shifts module
• View Call Shift History - Required to view historical data regarding call shifts

Related Administrative Permissions:

• Update Call Shift Rankings - Allows manual adjustment of call shift ranking for personnel
• Update User Status - Allows updating the status and response of any person attached to a call shift

Video

Step-by-Step Guide

Creating a New Call Shift

1. Navigate to Call Shifts

   • Click on Call Shifts in the main navigation menu
     

1. Initiate New Call Shift

   • Click the New Call Shift button
     

1. Configure Shift Timing

   • Enter the Start Date and Time (when the shift begins)
   • Enter the End Date and Time (when the shift ends)
   • Set the Deadline Date and Time (final time by which the shift must be filled)
   • Configure the Wait Time (duration the call shift remains with one person before moving to the next eligible person in the queue)
     

1. Define Position Qualifiers

   • Select a qualifier from the dropdown (certification, rank, or role required)
   • Specify how many positions you need for this qualifier
   • To add additional qualifiers, click the plus sign (+)
   • This allows you to create multi-qualified positions (e.g., requiring both Paramedic certification and Driver/Operator status)
     

1. Apply Advanced Filtering (Optional)

   • Click Advanced Options to access additional filters
   • Filter by specific:
     • Groups 
     • Ranks 
     • Rotations 
       
     • Shifts
       
     • Districts
   • Enable On Duty option to limit the call shift to only personnel coming off duty at the time the shift begins (useful for holdover situations)
     

1. Configure Call Shift Tiers (Optional)

   • Click to add tiers if you want to create priority levels
   • Tier 1 contacts will be exhausted before Tier 2 begins
   • Useful for respecting seniority, overtime lists, or departmental policies
     

1. Compose Your Message

   • Type a clear, concise message describing the shift details
   • Include any special requirements or information personnel need to know
   • Keep the message professional and informative
     

1. Review Call Shift Preview

   • Check the Contactable Employees count to verify eligible personnel
   • Review the Not Contacted section
   • If you see zero individuals under Contactable Employees but many under Not Contacted, consider turning on Ignore Availability
   • The Ignore Availability option will contact personnel regardless of their marked availability status
     

1. Send the Call Shift

   • When satisfied with your configuration, click Send
     

Monitoring Call Shift Response

10. View Call Shift History
    • After sending, you'll automatically be taken to the History page for your call shift
    • Monitor the following information:
      • Contact methods individuals chose (phone, text, email, app notification)
      • Response status (accepted, declined, no response)
      • Response timestamps
      • Current position in the contact queue
        

Troubleshooting & FAQs

Q: I see zero contactable employees but many people under "not contacted." What should I do?

A: This typically indicates that all qualified personnel have marked themselves as unavailable during this time period. Turn on the Ignore Availability option to contact personnel regardless of their availability settings. This is appropriate for urgent staffing needs or when mandatory overtime policies apply.

Q: Personnel aren't responding within the wait time. What's happening?

A: Check the following:

• Verify personnel have contact methods configured in their profiles
• Ensure the wait time is reasonable (5-15 minutes is typical)
• Confirm personnel are receiving notifications (check their notification preferences)
• Review the call shift history to see if messages are being delivered

Q: How do I prioritize certain personnel over others?

A: Use the tiering function to create priority levels. Configure Tier 1 with your highest-priority personnel (by rank, seniority, or other criteria using Advanced Options filters), then create Tier 2 with your next priority level. The system exhausts each tier before moving to the next.

Q: Can I cancel a call shift after it's been sent?

A: Yes, navigate to the call shift history and use the cancel or close function. This immediately stops the notification sequence.

Q: What happens when someone accepts the call shift?

A: The call shift automatically closes, notifications stop going to remaining personnel, and the accepting person is typically added to the shift board (depending on your configuration). All responses are logged in the history.

Q: The "On Duty" filter isn't showing anyone. Why?

A: The "On Duty" filter only displays personnel whose shift is ending at the exact time your call shift begins. This is designed for holdover situations. If you need broader coverage, don't use this filter.

Q: How many positions can I include in a single call shift?

A: You can specify multiple positions for each qualifier and add multiple qualifiers. However, best practice is to create separate call shifts for distinctly different positions (e.g., separate call shifts for a Paramedic position versus a Driver/Operator position) to avoid confusion.

Q: What contact methods are used for call shifts?

A: The system uses each person's configured notification preferences, which may include phone calls, text messages, email, or mobile app push notifications. You can see which method each person received in the call shift history.