On Call in the Support Worker App

When your organisation uses the On-Call Roster, the app's Overview tab shows who is on call now, your own on-call periods, and a place to log remote work. Log each call, meeting or training session you do while on call, so your coordinator can approve it for payroll.

Who Is On Call Now

On call now lists each worker currently on call, with their on-call window, and marks your own row (you). Select Call to phone a worker. If your organisation has set a shared after-hours number, Call dials that number instead of the worker's own mobile. Without one, Call appears only for a worker with a mobile number on their profile. Your own row has no Call button.

When nobody is rostered on call and your organisation has a shared number, the section shows After-hours with a Call button.

Your On-Call Periods

The On call section shows your current or next period, such as On call now until Tue 7:00am or Next: Mon 20 Oct, 6:00pm. Select it to open your current period, or your list of periods when the next one has not started yet. With only past periods, it reads View your on-call periods. The list shows Now and Upcoming, then Past with a count, which you select to show past periods. Past periods go back 60 days.

A period shows its on-call window, any notes from your coordinator, and the activations you have logged against it.

You get a push notification when you are rostered on call, when a period changes or is cancelled, and before each period starts. Your organisation sets how long before the start the reminder arrives. Tapping a notification opens that period, or your list of periods for a cancellation.

Logging an Activation

1. Open the period from On call or from your list of periods. You can log activations once a period has started, including against a past period.
2. Select Log Activation.
3. Choose the Type: Call, Meeting or Training.
4. Set the Date and Start Time.
5. Set the End Time, or choose a Duration preset. If you are still on the call, turn on I'm still on the call instead and add the end time when it finishes.
6. Describe what you were asked to do under Reason, and add photos under Evidence if they help.
7. Select Log Activation.

The app will not save an activation that starts or ends in the future, overlaps another activation or remote work you have logged, overlaps time you worked on a shift, or finishes more than 10 hours after the period ends. It shows the reason above the button. Under SCHADS, Health Professionals and Aged Care, a call that starts as a shift ends, or ends as a shift starts, belongs on that shift instead. Under Aged Care, record work during a sleepover as active sleepover work on the shift.

Ending an Open Activation

While an activation has no end time, Overview and the period show Activation still open. On Overview, select it to add the end time. On the period, select End now when the call finishes, or Set end time to choose when it ended. Your coordinator cannot approve an activation without an end time, and you cannot log a later call until it has one.

If the call started more than two hours ago, End now asks you to confirm the length first. End now is not offered once the call started 24 hours ago, or once it is more than 10 hours after the period ended. When you add the end time yourself, it starts filled in as now if the call started in the last two hours, or as 15 minutes after the start if it started earlier, so check it before you save.

After You Log

Your coordinator reviews each activation. Until it is approved, you can select it to change it, then select Update Activation. To delete it, select it and choose Delete Activation from the menu at the top right. An approved activation shows Approved, or Adjusted when your coordinator approved different times. Open it to see the approved time and any approval note. Once a timesheet batch includes it, it shows Batched. Missed batch means the timesheet batch for its dates does not pay it, because it was approved after that batch was created or a shift held it back. Let your coordinator know, so it can be added to a timesheet batch.

Once an activation is approved it can no longer be changed. If something is wrong, ask your coordinator.

Logging Remote Work

Use Remote work for a call, meeting or training session you did while you were not rostered on call.

1. On Overview, select Log remote work under Remote work.
2. Select Log Remote Work.
3. Choose the Type, set the date, start and end times, describe the work, and add evidence if it helps.
4. Select Log Remote Work.

Anything you did during an on-call period belongs on that period instead, and the app will not save remote work that starts while you are rostered on call. Remote work can be dated within the last 60 days, counting today. It must have finished before you log it, and it can run for up to 10 hours. Your coordinator approves it the same way as an activation.

Working Offline

When you lose your connection, the app shows a banner, and what you see may be out of date. A new activation or remote work record saves once you are back online, as long as the app stays open. If you close the app before then, the record is lost.