On-Call Schedules & Escalation

Standard scheduling handles the daily floor roster. On-Call Scheduling handles the exceptions—emergencies, manager-on-duty (MOD) rotations, and critical facility alerts. This system integrates directly with the Alerting Platform to ensure no crisis goes ignored.

Feature Overview

• Rotation Layers: Define who is "Primary" (First Responder) and who is "Secondary" (Backup).
• Auto-Escalation: If the Primary doesn't acknowledge an alert in 5 minutes, the system automatically pages the Secondary.
• Handoff Protocols: Structured notes passed from one shift lead to the next.

Managing On-Call Rotations

Creating a Schedule

1. Navigate to Operations > On-Call > Schedules.
2. Click New Schedule.
3. Rotation Type:
   • Weekly: Good for MODs (e.g., Manager A takes Mon-Sun).
   • Daily: Good for key-holders (e.g., Opening Manager, Closing Manager).
   • Custom: manual selection for specific dates.
4. Add Layers:
   • Layer 1 (Primary): The first person called. Drag users here.
   • Layer 2 (Backup): The person called if Layer 1 fails to respond within the timeout.

Override & Coverage

Life happens. If an assigned On-Call user typically needs swap:

1. Go to the Schedule Calendar.
2. Click the specific shift (e.g., "Saturday Night MOD").
3. Select "Override".
4. Choose the replacement user.
5. Reason: Add a note (e.g., "Sick Leave").
6. The system instantly updates routing rules—alerts for Saturday night will now go to the replacement.

Handling Alerts

Notification Channels

Each user defines their "Contact Rules" in their profile:

1. Low Urgency: Push Notification only.
2. High Urgency: Push -> SMS -> Phone Call (if no Ack).

Acknowledging an Incident

When you receive an On-Call page (e.g., "Freezer Temp High"):

1. Tap the Link: Open the alert link in the notification.
2. Click Acknowledge: This stops the escalation timer. The system knows "I've got this."
3. Resolve: Once fixed, mark the incident as Resolved to close the ticket.