Family Based Care

Posted on
May 11, 2021
Social Community and Disability Sector

Clarity around the on-call process.

We recently wrote to your operations manager, Fiona, to say we’d had several calls about the on-call process that members said was unclear and may need clarifying and improving.

A text goes to all workers asking them that if they’re interested in filling the shift they respond accordingly, but staff aren’t then sure they’ve been given the shift as they often don’t get a notification to say yes or no. This means workers end up waiting around to hear back, or assuming they have the shift and going ahead with it even though others may do the same or having to ring around to see if they’re doing it.

Fiona said:

“The issue arose this past weekend due to an issue with our SMS provider. The on-call coordinator sent a message and the response from the DCW was not received by FBC and this has been confirmed with SMS Tech (the provider). The issue appeared to be random and occurred with DCW’s Friday, Sunday and Monday. It was not widespread. Not all on-call coordinators are able to add shifts to rosters, those that can do so, and the shift appears immediately. If a coordinator is unable to add the shift to the roster, they do respond and confirm that the shift will not be there for the DCW to start and finish. In these cases, an email is sent to FSM who will add the shift and then “force” log on and off of the shift when completing MTA. I am unaware of any DCW’s being unhappy with the process. I am always open to other staff discussing matters of concern with me directly.”

If you’re having trouble with the way the on-call process works, or with notifications about whether you’ve been given an advertised shift, take Fiona up on her offer to chat about it.

It’s good to raise issues like this with management so a clearer process can be found if necessary, but if you still get no satisfaction, please contact HACSU to discuss further options.

For more information about this or any other industrial matter, members should contact HACSUassist on 1300 880 032 or email or complete our online contact form

Social Community and Disability Sector