Managing employees who work on call shifts

On call shifts are an essential component for many businesses that rely on rapid problem resolution and support. Especially, if your business deals with round-the-clock services or requires employees to handle emergency demands outside of traditional working hours.

For example, in the healthcare industry, staff may have to be prepared to respond immediately to emergencies. Or in the IT industry, employees may need to be on call for tech support. And if you’re a business owner in Australia managing an on call shift can be complex. 

So, let’s explore your legal responsibilities and discover the best practices to ensure both your business and employees thrive in this demanding environment.

In this article, we will uncover the significance of on call shifts and the impact of managing them on workforce well-being and success. 

Your legal responsibilities for managing on call shifts

In Australia, employment standards are primarily governed by The Fair Work Act 2009, which includes the National Employment Standards (NES) as the minimum employment entitlements that apply to nearly all employees covered by the national workplace relations system. These standards set out minimum terms and conditions such as:

• Maximum weekly hours

• Leave entitlements

• Notice of termination

• Redundancy Pay

Working hours and on call pay requirements

On call working hours are complex because on call time refers to when an employee is available to respond to work-related duties rather than the hours they are actively working. Whether this time counts as work will depend on various factors, including the restrictions placed on the employee during an on call period. 

There are two types of restrictions: 

On-call allowance and standby

This means an employee has to remain within a specific distance from the workplace. For example, if an employee has to stay within 30 minutes of the workplace and cannot engage in personal activities, this may indicate they are effectively working even if they are not present in the workplace. 

Some employees get more freedom during their on call period and can take part in personal matters without significant limitations. Therefore, their on call time may not count as work. 

Expectation of response plays into this. For example, if there is an expectation for an employee to respond immediately, this could indicate that their on call time counts as work. The more stringent the response time, the less likely their on call time will be classed as work hours.

What about overtime?

When the employee is actually called in to work outside their ordinary hours, they are entitled to overtime rates for the actual hours worked. For example, if an on-call employee works 2 hours outside regular hours, those hours should be compensated at the applicable overtime rate. The payment terms, including whether on-call time itself (without work) is paid, and at what rate, are usually spelled out in the employment contract or the relevant modern award. 

Rest periods and right to disconnect

Like every employee, on-call employees in Australia have the right to disconnect to ensure adequate health and wellbeing. Adequate rest periods are crucial for all employees to maintain good physical and mental health, as rest plays a key role in productivity, morale, and overall wellbeing. Since on-call employees have to remain available and responsive most of the time, this can affect their work-life balance.

Recent developments such as Australia’s new Right to Disconnect legislation address work-life balance and are vital for on-call rotation workers who have the right to disengage from work outside their scheduled work hours.

From 26 August 2024, eligible national system employees employed by non-small businesses, and from 26 August 2025 for those employed by small businesses, have the right to refuse employer or third-party contact outside of working hours, unless that refusal is unreasonable. Employers have a duty to communicate this right to all employees—including those who work on call.

This legislation allows employees to refuse to monitor, read, or respond to contact (or attempted contact) from an employer or third party outside their working hours, supporting employees in maintaining a clear boundary between work and personal time. The reasonableness of refusal to respond considers factors such as the reason for contact, how disruptive it is, the employee’s role and responsibilities, compensation for additional hours or availability, and personal circumstances.

Challenges of managing on call employees

Managing on call employees presents several challenges to employers. 

These include: 

• Scheduling difficulties: On call schedules are complex, and employees work unpredictable hours, which makes it difficult for managers to schedule work around employees' personal commitments. 

• Fair compensation: Determining appropriate compensation for on call work can be complex. 

• Employee burnout: Continuous on call demands can contribute to employee burnout. That’s why employers should implement support systems to help employees cope under pressure. 

• Communication: Employers have the additional duty of defining expectations for on call work, and communicating this effectively can be complex.  

These are just a few of the challenges that come with managing on call employees, but businesses can mitigate many of these challenges by implementing clear policies and providing support where necessary. 

Best practices for managing on call shifts

Managing on call shifts requires a strategic approach that includes clear policies, fair scheduling practices and effective communication tools.

Establishing clear policies

Clearly outline to employees what being on call means, including responsibilities, response times, and other expected tasks. Include guidelines on rest periods and right-to-disconnect policies. 

Transparent scheduling

Use a fair system for distributing on call shifts to prevent burnout and where possible, offer flexibility. 

Effective communication tools

Implement scheduling software that allows employees to view their shifts and enables them to swap shifts easily. 

How HR software can help you manage on call employees

HR software can significantly enhance managing on call employees by streamlining the process and improving communication. 

Here are a few of the benefits: 

• Automated scheduling: HR software includes advanced scheduling tools that allow managers to create and manage shifts. Employees can view this data in real-time, reducing schedule conflicts. 

• Reminders and alerts: The software can send alerts to employees notifying them of their upcoming shifts. 

• Compliance: HR software can help you document and manage policies related to on call work and ensure all employees know their rights. It also maintains up-to-date records of on call hours, which are essential for compliance. 

Get help with scheduling and tracking on call shifts

If you're looking for HR software that can help you balance the needs of your business and employees, while streamlining admin—giving you the best of both worlds—BrightHR is here.

With our advanced software features, you can create schedules for any working pattern and get 24/7 support for any HR or employment relation query you have.

See for yourself how BrightHR can help your Australian business but book a free software demo today.