What Is On-Call Scheduling?

On-call scheduling is a workforce management practice where employees are required to be available to work during specific hours outside their normal shift, though they may not be actively working unless called in. During an on-call period, staff must be prepared to respond and attend work when needed—often with little notice.

This system is commonly used in industries that experience fluctuating demand, emergencies, or require continuous operations, such as:

• Healthcare
• Retail and hospitality
• Emergency services
• IT support
• Maintenance and repair services

In the Australian context, on-call work is typically governed by Modern Awards, Enterprise Agreements, or individual employment contracts, which outline entitlements, pay rates, and expectations.

Fair Work – On-Call and Standby

How On-Call Scheduling Works

Employees may be placed on a roster where certain days or times are marked as "on-call." During this period, the employee must:

• Remain contactable (usually via phone or app)
• Be able to report to work within a reasonable timeframe
• Possibly refrain from activities that impair their ability to work (e.g. drinking alcohol)

There are two main forms:

1. Passive On-Call: The employee is free to go about their day but must respond if needed.
2. Active On-Call: The employee remains at the workplace or nearby, ready to step in immediately.

Legal Obligations and Pay for On-Call Work (Australia)

The Fair Work Act 2009 and relevant Modern Awards or agreements determine:

• On-call allowances: A fixed rate paid to the employee for being available, even if not called in.
• Minimum call-out payments: If called in, workers are often entitled to a minimum number of paid hours, even if the job takes less time.
• Travel compensation: Some awards or EBAs require payment for travel time if the employee must attend a site.
• Rest breaks: There may be mandatory rest periods between shifts to protect employee wellbeing.

Employers must ensure that on-call arrangements are clearly stated in employment contracts and comply with applicable award provisions.

Pros and Cons of On-Call Scheduling

Pros

• Flexibility to respond to last-minute demand
• Maintains operational readiness during emergencies
• Cost-effective: only pay staff when needed
• Useful in unpredictable industries (e.g. healthcare, utilities)

Cons

• Disrupts employee work-life balance
• Can lead to burnout if overused
• May cause uncertainty or resentment among staff
• Complex to manage manually, especially at scale

How to Manage On-Call Scheduling Effectively

1. Use Smart Rostering Software

Manual scheduling for on-call shifts can be time-consuming and error-prone. Platforms like Microkeeper offer:

• Digital roster templates with on-call fields
• Automated notifications and reminders
• Mobile access for employees to check their shifts and availability
• Shift bidding for on-call slots to improve engagement

2. Be Transparent and Fair

• Clearly define what “on-call” means in your organisation
• Rotate responsibilities fairly across team members
• Provide adequate notice and avoid last-minute scheduling when possible

3. Communicate Expectations

Ensure your team understands:

• Response time requirements
• How they'll be contacted (e.g. SMS, app)
• Entitlements for on-call pay, penalties, or call-outs

4. Track and Monitor Patterns

Review:

• Frequency of on-call shifts per person
• Call-out rates and response times
• Fatigue or performance issues tied to on-call duties

On-Call Scheduling in Different Industries

Healthcare: Nurses, doctors, and allied health professionals are routinely on-call to respond to patient needs or emergencies outside of regular hours.

Retail & Hospitality: Businesses may roster employees on-call to cover sudden surges in customer volume or unexpected staff absences.

IT Support: IT technicians may be rostered for after-hours support or system monitoring.

Facilities & Maintenance: Electricians, plumbers, or security personnel are often on standby to handle critical system failures or emergencies.

Frequently Asked Questions

Is an employee paid during on-call hours if not called in?

‍Yes, they may be entitled to an on-call allowance, depending on their award or contract.

Can employees refuse on-call shifts?

‍This depends on the employment agreement. However, consistent refusals may breach contractual obligations if on-call duties are a stated requirement.

Do employers need to provide rest breaks after on-call shifts?

‍Yes, most awards include mandatory rest periods to ensure safe working conditions. Fatigue management is a legal and ethical obligation.

Can casuals be placed on-call?

‍Yes, but entitlements may vary. It’s crucial that expectations and compensation are clearly defined.

Final Thoughts

On-call scheduling can be a powerful workforce strategy when handled correctly. It ensures operational readiness and responsiveness while offering employees extra earning opportunities. However, without thoughtful implementation, it can negatively affect employee wellbeing, morale, and retention.

Using a system like Microkeeper, businesses can schedule, communicate, and track on-call shifts with ease, ensuring fairness, compliance, and efficiency across the board.

_{Disclaimer: This content is for informational purposes only and does not constitute legal or industrial relations advice. For specific guidance, consult the Fair Work Ombudsman or an HR professional.}