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3927 On-Call Schedule Changes

SWI Policy and Procedures April 2012

Field staff are responsible for updating the on-call schedule and for ensuring that contact numbers are current, that schedules show the correct workers, and that all hours are covered.

When field staff requests changes to the On-Call Schedule for the local area, SWI staff must be consistent in responding. In most circumstances, SWI staff reminds field staff that it is the field’s responsibility to update the On-Call Schedule. If field staff does not know how to update the On Call Schedule, the intake specialist refers staff to the SWI Procedures Handbook 3927.1 To Change an On Call Schedule. These instructions can be pasted directly into an email to the local office if assistance is needed.

If it is a weather-related situation, but field staff is still in the building, SWI staff reminds field staff that it is the responsibility of the local office to update the On-Call Schedule.

However, SWI staff should not insist that field staff update the schedule. SWI staff reports the unwillingness of field staff to update the On-Call Schedule. Procedures are outlined in 3927.2 Problems With On-Call Schedules or On-Call Staff.

SWI updates the on-call schedule under the following circumstances:

  •  If it is an emergency situation and field staff cannot complete an update.

  •  If field staff is calling in a requested change away from the office and it is not during normal business hours or days for field staff. If the change is not due to an emergency and was an oversight by field staff, report this concern according to the procedures outlined in 3927.2 Problems With On-Call Schedules or On-Call Staff.

If the On-Call change must be made by SWI, the change is entered by support staff authorized by a support staff supervisor to make such changes. In the absence of support staff, a SWI supervisor updates the schedule to reflect the change.

A floor wide message is not sent to the floor.

3927.1 Instructions to be Shared With Field Staff on Changing an On-Call Schedule

SWI Policy and Procedures April 2012

Field staff completes the following:

1.   Selects the On-Call tab from the Search page.

2.   Selects the Region, County, and Program from the drop-down list for each. A Start Date may also be entered (Start Time, End Date and End Time are optional) for the area needed.

3.   Clicks the Search button. If the information retrieved does not include the date requested, expand the search by entering a date previous to the time that is needed.

4.   Clicks on the hyperlink of the shift or block to be viewed.

5.   Scrolls down to view the on-call list.

6.   Selects a primary worker (PW), a supervisor (SP), a back-up worker (BW), and a routing coordinator (RC), per the system's requirements.

7.   Clicks on the name of the person that needs to be changed. The information will appear in the bottom portion of the screen.

8.   Makes the necessary changes. Home phone numbers cannot be changed. If a change is necessary, enter the alternate number in the Other field and in the Ext field, type “home”.

9.   Clicks the Continue button.

10.  Clicks the Save button.

If the shift/block had a start date before today’s date, the following message will display: “Shift/Block cannot be added: the start date < the current date.” Staff enters the current date. Staff will change the existing block or shift to reflect the current on-call information.

3927.2 Problems With On-Call Schedules or On-Call Staff

SWI Policy and Procedures May 2015

On-Call problems impede the call-out of intake information to field staff.

If SWI staff experiences a problem with an on-call schedule or an on-call staff as described below, staff consults a supervisor. The intake staff never documents the problem in the report narrative.

If the supervisor determines that follow-up with regional staff is needed, the supervisor completes an On Call Concern template (SWI staff see SWIndex under the "Template" heading). The supervisor then emails the template to the QAUNIT mailbox using the subject line “On Call Problem” and includes the following:

On-Call Problem

Documentation Needed

  •  Missing or incorrect on-call information (for example, on-call staff missing from schedule)

  •  On-call schedule does not follow standardized format:

  •  routing coordinator must be listed 24/7; and

  •  RC must be #1 during business hours.

  •  On-call staff refuses to accept the report

  •  SWI staff unable to reach any listed on-call staff in a timely manner

  •  Call ID of the report being called out

  •  Program and county

  •  Date and time the on-call problem occurred

  •  Names of the on-call staff with whom SWI spoke (or the names of the on-call staff SWI had difficulty reaching)

  •  Other details as needed to explain the problem

3930 Call-Out and Assignment Charts

SWI Policy and Procedures February 2014

See the Manual Assignment Chart.

3940 Intakes and I&Rs That Are Stuck or Marked for Deletion

SWI Policy and Procedures February 2014

When an issue with a report (an intake or I&R) causes the report to become stuck on an intake specialist's workload, or the intake specialist catches an error after clicking the Save and Assign button, the intake specialist consults with a staffing supervisor.

If the error could prevent field staff from progressing the report to the next stage, or if the problem cannot be resolved due to an IMPACT issue, the report must be deleted from IMPACT.

To request assistance from the SWI General Computer Services (GCS) area with removal of the report, the intake supervisor instructs the intake specialist to:

  •  complete the Stuck Case/MFD Request template;

  •  send the template to the designated mailbox; and

  •  assign the problematic report to the Stuck Intake workload. (See the Manual Assignment Chart.)

When the steps above are complete, SWI GCS facilitates the removal of the report.

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